3 Principles for Offering Exceptional Customer Service and Gaining Customers for LifeThere are numerous customer service tips you can find online. And some of them are really useful. However, reading about customer service tactics isn’t enough. Strategies can only take you so far. Your team has to internalise the 3 essential principles of exceptional customer […]
Customer Service – Should You Outsource?As a growing business, sometimes you have to make some really difficult decisions. As your business grows, so will the calls your team receives. You must decide whether you should keep using your in house team or outsource your customer service to a professional contact centre.Let’s take a look at […]
Providing a Positive Customer Experience with IVRAn Interactive Voice Response (IVR) system can work wonders for your business, if done right. It can help improve the service you offer to callers reaching your contact centre while also helping improve your call centre’s efficiency.Let’s take a look at some practices that can help you provide a […]
Linking Business Plan to Operational ModelBusiness planning is a multi-layered process comprising numerous steps. A business plan outlines the objectives of the company and identifies how those objectives will be achieved. An operational plan outlines how each division/department in the company will achieve the objectives. Linking the business plan and the operational plan is critical […]
What Good Customer Service Looks LikeExceptional custom service calls for a lot of planning, persistence and patience. Providing consistent support to your customers involves intricately complex layers that are not easy to master in the absence of a proper strategy. Here are four essential aspects of providing exceptional customer service.
Contact Management Strategy and What to ConsiderIn the days of the old, communication channels were limited by reach as well as cost. However, in today’s times, delivering your message is not a challenge at all what with the abundant availability of communication channels. The challenge is to make your point to an audience that has […]
Business Transformation Mistakes to AvoidBusiness transformation is easier said than done. It involves the participation of everyone in the organisation from the top to the bottom. It calls for continuous management, communication and implementation.Many businesses tend to make some crucial transformation mistakes on the way, which prove disastrous and can nullify the short term benefits […]
Change Management – Essential Guiding Principles Successful transformation calls for much more than strategy and vision. It calls for an in-depth understanding of the human angle – the values, the behaviour, the culture and the people – that must be changed to achieve the results you desire.Companies that fail to account for and plan for the […]
Tips for Building Strategic Relationships with Your SuppliersBuilding a strong partnership with your suppliers is critical for achieving key organisational objectives of product and process quality as well as cost reduction. However, it can be practically difficult to build, let alone strengthen, relationships if you have a large supplier base.The solution then lies in strengthening […]
Benefits of a Spend AnalysisCutting costs where possible without compromising process or product quality is a crucial objective of every organisation. Spend analysis is a great way to achieve this objective.Spend analysis is the process of analysing the procurement expenditure at your organisation. It involves studying the procurement data. Data results are then used to […]
The Procurement Cycle ExplainedProcurement is not just a task, it’s a process. It’s a cycle. The procurement cycle involves a series of steps for procuring a product or awarding a contract. Here’s a look at the steps involved in the procurement cycle.
RFQ or RFO – What Should You Use?Whether you are new to procurement or a seasoned expert, we all know for a fact that there’s no standardisation when it comes to procurement terminology. Many times, two terms are assumed to be interchangeable. This can lead to a lot of confusion and, sometimes even grievous errors.Let’s […]
Where is Procurement Headed in 2017?The function of procurement has evolved a great deal over the past decade. It is no longer just about paying lesser and lesser for your purchases and clinching the lowest price deal. These days, the role of procurement is bigger than that. Procurement managers today are looking to add value […]
Benefits of Hiring a Business Transformation ConsultantAre you looking to implement a business transformation project at your organisation? Not sure how to proceed? Consider hiring a business transformation consultant. In addition to helping you move ahead with clarity and focus, a professional transformation consultant can help your organisation in many more ways. Let’s take a […]
The Four Steps to Successful TransformationTransformation is a crucial process in every organisation. Transform or perish is the mantra in today’s competitive and demanding business space. There are multiple triggers of transformation at every turn that create a lot of pressure.Let’s take a look at the steps involved in successful transformation.
How to Choose a Business Transformation Partner?Change management in the pipeline?More and more businesses are concerned about productivity and efficiency. A well planned and executed business transformation strategy can bolster productivity, enhance customer experience and boost your business.But you need a professional and a reliable business transformation partner. Here’s a guide to help you choose […]
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