our reading corner
What we see at Dutch housing associations and municipalities, and what works. Often with the people doing the work in their own words, and sometimes a piece from the trade press we contributed to.
all articles
Staedion: customer-focused is not the same as caving in
Good customer contact needs systems you can rely on. Customer service manager Jacqueline van der Boor-Angevaare and project manager Sander van Wissen explain what the switch delivered.
read the articleParteon: the human measure should be the benchmark
Customer contact at its best starts with the basics in order and with every tenant on the channel they prefer. Carola Boering and Sigi Evers of Parteon on the foundation.
read the articlefour benefits of business intelligence for customer service
Customer satisfaction needs analysis that is both accurate and timely. Four concrete things you can do with data about your customer contact.
read the articlethe impact of hybrid working on customer contact
Splitting the week between home and the office can work in a customer contact team too, provided you organise it well. Where it goes wrong and what helps.
read the articlesomething you would like to know more about?
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