Providing a Rich Picture
Dave Howard, looks at the changes sweeping across the contact centre world that will see the ‘command and control’ regime of today being replaced by a more integrated, less formal approach – where agents are empowered to serve customers in a cost effective way and create high value and sustainable relationships...
Leading the way with Insights
Here we would like to share some of the insights that we have picked up along the way - from our own experience, from the experience of our customers and also from our partners. Check back regularly or sign up to our RSS Feed to keep up-to-date with customer, company and industry insights.
Articles
We are often asked to share our knowledge and experience with others and are always happy to do so. In this section you will find some of the articles that we have written, both past and present. The latest one written by David Howard, CEO of InsightNow, appeared recently in Customer Experience Magazine. In this article Dave looks at the critical success factors and how you integrate all the key elements required to deliver a successful Customer Experience Programme (CEP), which increases the quality and value of the delivered customer experience. Find this story and more in our article section of the website
White Papers
Through white papers we can share our knowledge and expertise. In this initial white paper David Howard, CEO of InsightNow, focuses on Customer Centric Quality Management. Check back regularly or book mark this page to keep up-to-date with our latest thinking on customer experience management (CEM). More
Partner Insights
Martin Dove, MD, Dimension Data
InsightNow work with leading companies with the same passion for improving customer relationships. Here we share all things ‘customer’ and beyond from our partners. Check back regularly or book mark this page to keep in the know. More