Best Practice Reports
Lean Techniques
Lean Techniques focus on identifying and eliminating all non-value adding activities within processes; which in lean terminology are called "waste". Lean production processes are designed to improve the efficiency of how organisations use resources and typically have objectives based on minimising waste, reducing costs, and improving productivity.
Customer Market Segmentation
The subdivision of a market into discrete customer groups whose members share similar characteristics.
Relationship Management
Customer Relationship Management (CRM) systems are systems that enable companies to easily collect data and information about their customers. This information assists in gaining a better understanding of customer needs, expectations, purchasing preferences, and buying history etc, and allows the company to more comprehensively plan and implement strategies that serve those customers more effectively. As a result CRM systems provide an opportunity to acquire, retain, and increase business.
Call Centre Representatives
A Call Centre is a department within a company, or a third-party organisation, which manages telephone sales and/or services. The term "Contact Centre" may also be used, and this relates to the primary purpose of the centre i.e. receiving incoming calls from customers that desire to make contact with the organisation. The name "Contact Centre" may also reflect the multiple channels through which customers can communicate and make contact with the centre e.g. email, fax, telephone, web sites.
Customer Satisfaction Surveys
A survey designed to obtain customer feedback on satisfaction with an organisation's products and/or services.
Customer Complaints Resolution
A process by which customer complaints are resolved.
Customer Loyalty
Customer loyalty refers to the tendency of customers to stay with a certain business or product brand over another when seeking to meet a particular need.
Diversity Planning
Diversity Planning is associated with the development, management, and valuing of a workforce whose diversity characteristics include demographics, race, culture, age, disability, family situation, or sexual orientation / gender.
Flexible Work Arrangements
Flexible work arrangements provide the opportunity for flexibility in determining when, where, or how work is done. Possible options include telecommuting, job sharing, part time work, compressed work weeks, and flexible leave.
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