Customer Service Topic Sheets

Interactive Voice Response (IVR) is a technology-based facility to enable a customer to interact with a computer by voice and keypad input

What are the benefits of customer satisfaction at the macro-economic level?

Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.

Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.

Self-service is the practice of serving oneself when interacting with a supplier of goods or services. eService is a term used to describe self-service via the internet

A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat

What is a brand? Is there a simple answer?

Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer

The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.