Customer Service
Telephone still key element in customer service: Survey
The use of social media and mobile apps for customer service has doubled since 2011, but according to NICE Systems’ Global Customer Experience Survey, 88% of customers still elect to pick up the phone and call, the company said in a statement.
Customer experience: CEOs need to take charge
Many businesses already see the need for customer experience programmes, and some are even creating specialised roles like the chief customer experience officer. But for such programmes to work effectively, the CEO himself has to take charge, say two MSC Malaysia companies specialising in the field.
Malaysian ‘Switching Economy’ worth over US$53 billion in revenue: Accenture
Most companies in Malaysia are failing at keeping their customers from switching service providers despite 98% of consumers using at least one digital channel to search for information via highly influential corporate sites. As a result, there is a potential US$53 billion of revenue at play in the market represented by the ‘switching economy’, according to new research released by Accenture.
Brunei’s BIBD At-Tamwil boosts car loan revenue by 20% with Fico
BIBD At-Tamwil Berhad, a subsidiary of Bank Islam Brunei Darussalam, the largest Islamic bank in the country has reported an increase of 20% or more in auto loan bookings since it implemented a mobile decision management application by Fico.
ACE, formerly CCAM, aims to be industry regulator
One of the more interesting developments that may happen with the Association of Customer Experience of Malaysia (ACE) is its attempt to become a regulatory body for the contact centre industry. DNA founder Karamjit Singh has the story.
Main cause for churn is poor customer care: Survey
A new survey conducted by Ovum on behalf of Tektronix Communications reveals that a third of all consumers cite poor quality customer care as the most important reason for changing their mobile service provider, with over half stating it as one of the key reasons for switching.
For banking, ROI outranks compliance in 2014: Fico poll
This year, rising competition is driving the need for technology that will provide a return on investment, according to Asia Pacific banking risk professionals, who rated regulatory compliance and regulation as less important than in 2013.
Customer support: APAC consumers turn to video and social media
The latest Avaya Asia Pacific Customer Experience Index showed that Asia Pacific consumers prefer multichannel communications in customer service, with video emerging as a new customer service channel, and social media continuing to grow and deliver great customer satisfaction scores.
Relationships and customers
With many startups focusing on getting a product out the door, customer support is something that can get overlooked. And while customer conflicts are unavoidable, how you resolve them that determines how strong the long-term relationship will be write Gabey Goh.
Bursa Malaysia opts for Oracle’s cloud
Oracle Corporation said that Bursa Malaysia, previously known as the Kuala Lumpur Stock Exchange or KLSE, has implemented Oracle RightNow Cloud Service to improve its customer care service.
