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Resources

 

The Reluctant Outsourcer
This no-nonsense guide will provide you with a case for and against outsourcing and includes a 5 minute Self-Assessment. 
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Holiday Planning Checklist
Have you started planning your customer service strategy for the holiday season?  Need help?  Donnelly has already begun preparing for the holidays.  Feel free to use our Holiday Planning Checklist.  Learn More

Performance Benchmarking
Learn valuable insights into conversion rate, average order value and other key performance metrics. 
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Data Integration
Donnelly specializes in data integration with leading ordering platforms. Discover the key benefits of a direct interface with Donnelly’s CustomerConnect software.
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Contact Center Performance Comparison
Discover how even heavily discounted off-shore contact centers can end up costing millions of dollars with a one percent decrease in revenue performance.  This tool analyzes key performance metrics enabling a thorough comparison which looks beyond price.  
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After Hours Revenue Analysis
Donnelly clients have realized a significant increase in annual revenue by extending customer service hours. Millions of dollars in sales are lost each year when assistance is not available at the customer’s convenience.   This tool provides an estimate of the revenue your company may be missing if you are not providing 24/7 telephone support.
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The Art of Listening to Your Customers
The Voice of the Customer is growing louder and bolder.   Learn if your company is recognizing the voice of your customer.
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The Customer Feedback Process
Today’s consumers provide feedback in multiple channels.  Learn the steps needed to effectively capture and utilize this valuable information.
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Customer Recovery Best Practices
Retaining customers is a key business strategy.  Learn the best practices in responding to negative feedback and keeping this valuable asset.
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Employee Helpline Solution
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