Global Business Services Benchmarking/KPIs Hackett’s Guide to Becoming a World-Class GBS
Find out what 10 characteristics are found in world-class GBS organisations by downloading this Hackett White Paper.
Automation Customer Satisfaction Improve Cash Flow and Customer Satisfaction
By managing invoice disputes and unauthorized deductions quickly, accurately and professionally, using best practices and workflow-driven automation, businesses can improve their cash flow and strengthen their customer relationships.
Customer Satisfaction Help Desk Scandinavian Airlines chooses Comarch as Supplier of ECM Solution
Scandinavian Airlines (SAS), has chosen Comarch ECM Customer Care system to help process customer complaints, handling them from beginning to end, using not only traditional communication channels but also social media.
Customer Satisfaction Strategy The 7 Relationships Vital to a Shared Services Organization’s Success
This week, Susie West ran a webinar with Jamie Lyon, Head of Corporate Sector at the Association of Chartered Certified Accountants (ACCA) to explore the ‘7 relationships vital to a shared services organization’s success.’ Relationships are absolutely fundamental to shared services. Not only are shared services organizations (SSO) there to support the wider business, but they have also been established to deliver services to it.
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Customer Satisfaction Creating a “Culture of Excellence” in Your SSO
When shared services professionals get together, it seems an awful lot of time is spent discussing business strategies and models in order to maximize efficiency. So when at our ’10 Keys to Process Excellence’ conference Dan Foley, Shared Services Director at Mouchel, addressed the audience by asking “How service-oriented is your mind-set?”, it immediately caught my attention.
Customer Satisfaction How to take customer satisfaction from 8% to 70% in 18 months
In 2010, Specsavers’ finance shared services measured their customer satisfaction and found it was at an average of 8%. Further staff engagement was at 51%. However they were able to turn it around to and increase those figures to 70% and 76% respectively in just 18 months.
Customer Satisfaction How to Turn Your Shared Services' Customers From Luke-Warm to Delighted Fans
On the back of fascinating data gathered during a recent survey, this webinar shares the results which will surprise some of you, and 7 steps for change that will help all of you.
Benchmarking/KPIs Customer Satisfaction How we Help And Hinder Our Desire For Happy Customers
We have surveyed over 100 shared services professionals on how important customer satisfaction is to them. Find out the full results in this report.
Customer Satisfaction End-user best practice: DSM's customer service manifesto
This booklet has been put together by DSM Business Services for their customers to challenge and expand thinking about what customer service excellence really means. It provides useful insights into ways of working that will enable DSM Business Services to achieve the mission of having fully satisfied customers.
PR & Branding Strategy Do Your Customers Know What You Know?
Both shared services and BPOs are working to become more like value adding partners, rather than just third parties. Having a clear message of what your organization does is important. This is something that shared services organizations can easily benefi
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PR & Branding Customer Satisfaction How to Raise The Profile of Your Shared Services
If you don’t give your project a name and identity, it is much more likely to fail. In order for people to buy into your organization, you need to have an identity and a brand.
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Strategy Customer Satisfaction The User, The Beneficiary or The Bill-Payer: Who Are Your Customers?
Having just returned from a great European Summit for Leaders in Shared Services this week, the sharedserviceslink.com are revived and inspired. The many interesting discussions and debates that emerged have provided us with much food for thought. One topic in particular kept coming up, and that was customer satisfaction.
Customer Satisfaction Outsourcing Insourced or Outsourced? The Future of Shared Services According to Leaders in The Market
In my research for Source to Settle as a Service, sharedserviceslink.com’s brand new event for 2013, I’ve been talking to leaders in shared services about their vision for the future. The focus of my research has been on customer satisfaction and service provision.
Customer Satisfaction How to Build Lasting Partnerships in Shared Services
Inspired by Valentine’s Day celebration of love and relationships, can any of the relationship advice be applied to business? What can shared service centers do to improve their relationships with the business, their customers?
P2P Process Customer Satisfaction Staying in The Good Books: How Coca Cola Drastically Improved Internal Customer Satisfaction
Many shared services leaders can quote off the top of their heads figures demonstrating their organisation’s cost savings, reduced headcount, KPIs and SLAs. But how many can tell you accurately how satisfied their customers are with their services? How many even measure this as a key metric?
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Customer Satisfaction Leadership/Governance Customer Satisfaction and Happy Staff Are Two Sides of the Same Coin
Reading Richard Bransons' latest book Business Stripped Bare has made us think a lot about the operations of shared services organisations.
Customer Satisfaction Seven Steps to Enhancing your Customers’ Journey
The term ‘customer’ does not always come naturally to the back office. As a result, it can take time for the required customer-service mentality to seep through every part of a new shared services organisation.
Strategy Customer Satisfaction Your Shared Services Check List For 2011 - Part Two
In the second instalment in this two-part series, Susie West looks at six more areas that you should consider when making your shared-services plans for 2011.