Category Archives: Customer Relationship Management

This relates to the process of keeping, managing and selling to your client base using call centers

I want to talk to a Human!

Posted on 23 September 2009 by Joanne

Research shows that consumers still demand interaction with real people. Companies which fail to provide telephone interaction, risk alienating customers, according to research commissioned by Invomo. The research findings suggest nearly 40% of customers insist on purchasing by telephone rather … Continue reading →

Posted in Call Center, Customer Relationship Management | Tagged , , , , , | 1 Comment

What is Customer Experience Management (CEM)?

Posted on 26 August 2009 by Joanne

Within the business world, one thing constantly under debate is how to acquire, retain and support customers. Here are some ‘definitions’ of “Customer Experience Management (CEM)”: having a 360-degree view of customers to support marketing and sales decisions business process … Continue reading →

Posted in Call Center, Customer Relationship Management | Tagged , , | Leave a comment

Manage the customer life-cycle

Posted on 25 August 2009 by Joanne

Blake is committed to proactive customer lifecycle management. Through effective data analysis, customer issues can often be identified and nipped in the bud before they ever become problems. Common trends can be identified, such as customers calling with a particular … Continue reading →

Posted in Call Center, Customer Relationship Management | Tagged , , | Leave a comment

Caring to Win – focus on your customers

Posted on 21 August 2009 by Joanne

The secret to finding continued opportunity and growth is in caring for a precious asset your organisation already has: your customers. Customer focus impacts upon a business’s processes, culture and technology. The goal is not only to deliver a more satisfying … Continue reading →

Posted in Call Center, Customer Relationship Management | Tagged , , | Leave a comment

10% of UK call centre agents will be based in South Africa by 2014

Posted on 19 August 2009 by Joanne

A Datamonitor white paper commissioned by Teleperformance has revealed that despite struggling against overwhelmingly negative public opinion, the benefits of moving work to low-cost locations are now well established, and it is clear that offshoring is here to stay. The … Continue reading →

Posted in Call Center, Customer Relationship Management, Debt Recovery | Tagged , , | Leave a comment

Finweek 13 Aug 2009 : Entrepreneur, Howard Blake

Posted on 17 August 2009 by Joanne

Finweek makes contact with Entrepreneur, Howard Blake, Chairman of Blake & Associates. Blake saw the opportunity to manage retailers’ small debts on a scientific basis and create better default prediction models. Continue reading →

Posted in Call Center, Customer Relationship Management, Debt Recovery, In the press | Tagged , , , | Leave a comment

Do your customers relate to your contact centre agents?

Posted on 8 January 2009 by Joanne

Blake, one of the largest privately owned outsource contact centre operations in South Africa, has with the assistance of Spescom DataFusion, a division of Spescom Limited, implemented the Presence Suite, optimising the contact centre’s performance. This has given Blake a … Continue reading →

Posted in Call Center, Customer Relationship Management | Tagged , , , | Leave a comment

Welcome

Posted on 29 September 2008 by bloke

Welcome to the Blake Group’s blog site. We will post information and articles that pertain to call center management, debt recovery and CRM here. It will include information trends from Red Box, etc. Should you wish to know more about … Continue reading →

Posted in Call Center, Customer Relationship Management, Debt Recovery, Finance | Comments Off