Sword Ciboodle and CCA Research Call for Participants in Survey on the Smart Service Strategies of the Future Contact Centre

Sword Ciboodle and CCA Research Call for Participants in Survey on the Smart Service Strategies of the Future Contact Centre

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Sword Ciboodle and CCA Research Call for Participants in Survey on the Smart Service Strategies of the Future Contact Centre PR Newswire GLASGOW, Scotland, June 12, 2012 - Study Aims to Capture the Trends, Services, Roles and Business Operations of the Next Generation of Customer Contact Centres GLASGOW, Scotland, June 12, 2012 /PRNewswire/ -- Sword Ciboodle, a global provider of customer engagement solutions, and CCA, the leading independent authority on customer contact strategies and operations, today announced an open invitation for participation in their joint research project that focuses on "Smart Service in the Contact Centre," a study that will help organizations understand what is driving customer contact strategies and initiatives that are making service smarter and more effective -- ranging from decision making, to investments, to future plans. You can participate in the survey by visiting svy.mk/N3HUcA.

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Sword Ciboodle and CCA Research Call for
Participants in Survey on the Smart Service
Strategies of the Future Contact Centre
PR Newswire
GLASGOW, Scotland, June 12, 2012
- Study Aims to Capture the Trends, Services, Roles and Business Operations of
the Next Generation of Customer Contact Centres
GLASGOW, Scotland
,
June 12, 2012
/PRNewswire/ -- Sword Ciboodle, a global
provider of customer engagement solutions, and CCA, the leading independent
authority on customer contact strategies and operations, today announced an
open invitation for participation in their joint research project that focuses on
"Smart Service in the Contact Centre," a study that will help organizations
understand what is driving customer contact strategies and initiatives that are
making service smarter and more effective -- ranging from decision making, to
investments, to future plans. You can participate in the survey by visiting
svy.mk/N3HUcA.
The research will help to reveal insights in five key areas:
How contact centres are coping with a shift from passive service to proactive
engagement
What smart service strategies and new look business models are being adopted
What tools are being relied on to intervene in a customer relationship
Whether the role of the contact centre and its visibility to the board is changing as
customers are becoming more vocal
Understanding what the evolved contact centre will look like and what other trends are
influencing its continued change
In addition to the move from reactive customer service to proactive
interactions, there is a significant amount of hype regarding social and self-
service channels. Many companies are attempting to find a balance when it
comes to continued investment in the "gray area" of self-serve channels.
"For many years, organisations have tried to reduce customer service
interactions or avoid them completely. They've used a range of strategies
including limiting accessibility, cheap sourcing, increasing self-service,
deploying lean service principles and getting customers to help other
customers," said Anne Marie Forsyth, CEO of CCA. "We now believe we are
seeing the start of the Big Switch in customer service where organisations are
beginning to change their strategy and culture by looking at 'Smart Service'.
This means customer problems and issues are actively identified and resolved
and the emphasis now is anticipating the inevitable problems and concerns that
are part and parcel of the customer relationship and fixing them quickly. It also
means companies need to think about joined up customer journeys that
embrace assisted and unassisted channels. This study will help us understand
how far down this journey businesses are."
"There are a number of factors driving a change in Customer Service
strategies, from changing consumer lifestyles to increased competition in the
marketplace against a backdrop of economic difficulty," said Paul White,
Worldwide Sales and Marketing, Sword Ciboodle. "With this survey, we are
looking to understand how today's customer service operations are responding
to those changes, and we're excited to be a part of a study that will help the
overall market do exactly that."
The survey will be open for participation from
June 12th through July 6th, 2012
.
The high level results will be shared openly in
September 2012
.
About Sword Ciboodle
Sword Ciboodle delivers award-winning, modular CRM software to contact
centers worldwide for advanced customer engagement across multiple social
channels. The Sword Ciboodle platform accelerates the ability to deliver
consistent customer service, leading to exceptional customer experiences that
reduce overall operational costs and achieve higher revenue. Sword Ciboodle's
family of product offerings can be categorized into three service bundles; be
served, be solo and be social. The company and its contact center software are
consistently recognized by industry analysts as one of the world's leading
customer-centric solutions; featured by the prestigious Gartner Magic
Quadrant, CRM Customer Service Contact Centers, for five consecutive years.
About CCA
With more than 15 years experience, CCA is recognised as the trusted
reference for research, analysis and expertise. Its work with operators, BPO &
shared service providers and vendors, ensures CCA retains its position as the
definitive source within the contact centre market-place. CCA's agenda for
2012 is to provide customers with the information and data they need to make
informed decisions around the future of their businesses.
Media Contact: Liz Erk, The Jaxson Group, +1-781-279-0370,
liz@jaxsongroup.com