Nick Merry’s Post

For organizations with business-critical applications, such as supply chain services or digital payment solutions, it is integral for applications to be up and running at all times. Any potential downtime to core business processes can cause major financial losses and irrevocable damage to reputation. To avoid this, round-the-clock customer services are deployed to ensure that the client’s issues are solved promptly with minimal disruptions. CTC Global Singapore’s 24/7 call center prides itself in doing just that. Providing reliable and proactive support with the help of our dedicated team of trained and certified engineers, our clients can gain access to assistance whenever they require it. As an acknowledgement for our efforts, we have been presented the Asia Pacific Award for Partner Excellence in Service Delivery by Stratus Technologies. We are grateful to our valued partner for this accolade, and we give assurance that we will continue remaining steadfast in providing service of the highest level to achieve maximum customer satisfaction. #ctcglobal_sinagapore #EdgeComputing #operationalexcellence #reliability #stratustechnologies Lin Hoe Foong Xyvier Goh Junxian Choo WK Junxian Bee Yiu Yoshihiko Ito Yuki Chikamoto mohan k Swee Hong Peh Christine Huah Ganesh Ramanathan Alinda Liaw Clifton Paley Dede Yuen Kian Soon Goh Kei Fujimoto Adrian Kang Wendy Yeo Phillip Sevilla Siva Bayya Prembalaji Devarajalu, PMP, CSM

📢 5 important themes for National Customer Service Week have been outlined by the Institute Of Customer Service. Today, the spotlight is on "Risk, Reputation & Trust." Here are 3 questions proposed by our Founder and CEO, Simon Scofield, for organisations to reflect on: 1️⃣ Is there alignment between what an organisation promotes in its marketing and sells through its various channels, with the actual experiences of its customers? In other words, are they fulfilling their promises? 💡 Processes, systems, and policies should be designed with the customer in mind, and service standards must be established to ensure staff can consistently deliver exceptional service.   2️⃣ Do staff members genuinely respect customers and want to help them, or do they view them as a burden? 💡 Even subtle actions, like sighing during a phone call, can convey to the customer that they are a nuisance. 3️⃣ Are staff members aware of how their behaviours and attitudes can influence the organisation’s reputation? 💡 Employees must act as ambassadors for their organisation and engage in behaviours that positively enhance its reputation and brand perception. #NationalCustomerServiceWeek #NCSW2024 #CustomerService #CustomerExperience #Ethics #Trust #DeliveringOnPromises

Join us for another insightful webinar, “FCC Compliance Decoded: Customer Outreach Beyond Robocalls,” where we’ll break down essential strategies for navigating the evolving landscape of customer outreach. From managing caller ID to ensuring compliance and overcoming call blocking, this session is designed to equip your business with the tools to stay ahead in a new regulatory era. Hosted by Michael McGuire 🎯 from NobelBiz® with special guest Keith Buell Buell, General Counsel and Head of Global Public Policy at Numeracle this event will provide actionable insights to help you build trust, protect your brand, and optimize outreach. You will learn: ✅ Key FCC regulations impacting customer outreach ✅ Essentials of robocall mitigation, labeling, and 1:1 consent ✅ Strategies for maintaining a positive caller ID reputation ✅ Techniques to prevent call blocking and ensure message delivery ✅ Tips for future-proofing compliance and staying agile with regulatory changes https://lnkd.in/gxE_PrGd #callcenter #contactcenter #bpo #spam #callblocking #sip #bpo #CDI #dialer #FCC

The fifth and final pillar in our assessment to becoming B Corp certified is 'Customers'. This impact area evaluates a company’s stewardship of its customers through the quality of its products and services, ethical marketing, data privacy and security, and feedback channels. Nijhuis Saur Industries UK and Ireland's 'Customer for Life' approach meant that this pillar was our highest-scoring area of the assessment, outperforming our country, sector, and size range. Our holistic service of designing, developing, implementing, servicing, and maintaining our solutions for clients goes hand in hand with regular communication to truly understand customer satisfaction and enable our clients to maximise the benefits of our services. #BCorp #BCorpUK #sustainability

Exciting news! I just completed "Loyalty Programs: The Complete Masterclass" course presented by David Schneider, Hunter Murray, Ryan De Boer, Amy Gavagnin, Federico Rosas Couret and Susan Walsh from Loyalty & Reward Co. This comprehensive course covers everything from the history of loyalty programs to best-practice principles and design frameworks. Topics also include loyalty psychology, data and lifecycle marketing strategies, technology and emerging capabilities, commercial modelling, and fraud risks. If you're interested in loyalty programs and loyalty marketing, I highly recommend this course! #loyaltyprograms #loyaltymarketing Check it out here: https://lnkd.in/dFpZsSM8

🫣🌎Did you know that….regional numbers for loyalty programs are “elusive”? As in, there are barely any up-to-date ones out there… Well, having done our homework for our recently released Global Customer Loyalty Report 2025, we got you covered! GLCR 2025 regional insights: - 📣 Customers in the UAE are the most enthusiastic about AI-driven loyalty programs - 🫲 People in the Netherlands aren’t fond of partner rewards - 🗃️ In the UK, plastic loyalty cards are more popular than digital ones - 😞 Many program owners in the US are dissatisfied because their program lacks a differentiating factor Of course, this is just the tip of the iceberg, and the real exciting details (and the numbers) are in the summary article. So make sure you check it out on our blog! Plus, had some questions regarding regional numbers in the Q&A sections of our recent webinar, there could be some hidden gems there too if you want to check it out on our website! 👀 Also, are you experiencing any of the above “symptoms” yourself? Share with the class in the comments! #GCLR2025 #Antavo #Loyalty

Understanding COPC Standards and Their Relevance in Today's Business Landscape In the ever-evolving world of customer service and call center operations, maintaining high-quality standards is paramount. COPC (Customer Operations Performance Center) standards are among the most respected frameworks designed to improve performance and service quality in these environments. Why COPC Standards Matter: 1. Enhanced Customer Satisfaction: By focusing on best practices, COPC standards ensure that customer interactions are handled efficiently and effectively, leading to higher customer satisfaction. 2. Operational Efficiency: Implementing COPC guidelines helps streamline processes, reduce waste, and improve overall operational efficiency. 3. Data-Driven Decision Making: COPC emphasizes the importance of data and analytics, allowing organizations to make informed decisions and continuously improve their performance. 4. Competitive Advantage: Companies adhering to COPC standards often stand out in the marketplace due to their commitment to quality and excellence. In today's competitive business environment, adhering to COPC standards is not just about compliance; it's about delivering exceptional service and driving business success. Whether you are running a small call center or managing a large-scale customer service operation, COPC standards provide a robust framework to achieve operational excellence and elevate your customer service to the next level. #COPC #CustomerService #OperationalExcellence #BusinessStandards #QualityManagement #DataDrivenDecisions #CustomerSatisfaction #CompetitiveAdvantage

Loyalty programmes are succeeding across all sizes of business, in every sector and solving numerous challenges for business. Take a look at examples of companies who are doing it well: https://lnkd.in/e5SNr2S6 #LoyaltyMarketing #B2BLoyalty #LoyaltyInsights #CustomerLoyalty #PersonalisedLoyaltyMarketing

I was opportune to listen to two great people Michelle Nwoga and Naima Mwina Mwawasi in the field of CX on the UBA Customer 1st day webinar session today on the topic; "SERVICE EXCELLENCE: MEETING AND EXCEEDING CUSTOMERS EXPECTATIONS". In a nutshell, I understood the very many benefits that comes with meeting customers expectations which includes but not limited to; *Gaining customer Loyalty *Satisfied customers are likely to share their positive experiences, attracting new customers through referrals. *Competitive Advantage over follow competitors *Happy customers often use more products and services, boosting cross-selling and upselling opportunities. *Consistently exceeding expectations builds a strong, positive reputation, enhancing brand image and trust. *Engaged and satisfied customers provide valuable feedback, helping banks to improve and innovate their services. *Understanding and exceeding customer expectations can streamline processes, reduce complaints, and lower operational costs. Exceptional service can attract customers from competitors, leading to increased market share. What's your take on this topic? I will love to read from you. #UBAGROUP #C1STPHILOSOPHY #C1STDAY

𝐓𝐫𝐮𝐬𝐭 𝐅𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤 = 𝐔𝐈, 𝐈𝐝𝐞𝐧𝐭𝐢𝐭𝐲 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭, 𝐀𝐮𝐭𝐡𝐞𝐧𝐭𝐢𝐜𝐚𝐭𝐢𝐨𝐧/𝐕𝐚𝐥𝐢𝐝𝐚𝐭𝐢𝐨𝐧, 𝐂𝐨𝐧𝐬𝐞𝐧𝐭 𝐚𝐧𝐝 𝐏𝐫𝐞𝐟𝐞𝐫𝐞𝐧𝐜𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭, and 𝐊𝐘𝐗: There is a need for multiple orthogonal solutions to enable a 𝐓𝐫𝐮𝐬𝐭 𝐅𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤 for communications. It's all part of CX for consumer contact over the voice channel, including 𝐔𝐈, 𝐈𝐝𝐞𝐧𝐭𝐢𝐭𝐲 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭, 𝐀𝐮𝐭𝐡𝐞𝐧𝐭𝐢𝐜𝐚𝐭𝐢𝐨𝐧/𝐕𝐚𝐥𝐢𝐝𝐚𝐭𝐢𝐨𝐧, 𝐂𝐨𝐧𝐬𝐞𝐧𝐭 𝐚𝐧𝐝 𝐏𝐫𝐞𝐟𝐞𝐫𝐞𝐧𝐜𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭, and 𝐊𝐘𝐗 (know your everything...Customers, Traffic, Routes, etc. and it's both Vetting AND Ongoing Monitoring).