Here are the slides from the recent contact innovation event, held at Carpeo's Innovation Centre in Swindon.
Peter set out how Carpeo sets about delivering contact innovation. Most contact centres set about being efficient. Whilst that is important, Carpeo focusses on something more important...how to get the most value out of your customer interactions. Every day, every contact....even better. To download slides click here...Contact Innovation Delivered Carpeo
David set out a three stage process to deliver significant improvement in business results and customer engagement: Optimise, Integrate and Transform. Featuring H2X's contact incubator he shared a number of examples of how results can be improved quickly. To download slides click here...Contact Innovation from HOWTOEXPERIENCE
Mapfre is the leading Spanish Insurance company with operations in 45 markets and over 34000 employees worldwide. They were awarded motor industry company of the year 2009 by the Institute of Transport Management. Nancy set out how Mapfre have pursued Innovation in Insurance and have wrapped added extras around their offering to bring a complete solution to motor dealers financial needs. She set out how with Carpeo they have delivered significant value by opening up a new channel to market and offering telemarketing and resolicitation services for GAP and PPI. To download slides click here...Mapfre resolicitation and telemarketing
In a more competitive world, Royal Mail has had to change many things including how it sells to its business customers. This case study covers how a more consultative sales approach was conceived and introduced and the remarkable sales results that were achieved. Through a simple data gathering process and then engaging customers in a dialogue, customer needs were better understood and short and long-term sales opportunities uncovered. To download slides click here...Royal Mail Intelligent Selling
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