Customer Support

Contact Center Support: Don’t Get Caught in the Rain

Whilst on a camping holiday to celebrate the Independence Day Weekend, I was reminded of the importance of preventative maintenance as it relates to contact center support. Not because I spent the weekend pondering new ways to deliver exceptional contact center support (which, by the way, I did). Weathering the Storm It was because during [...]

July 7th, 2015|Customer Experience, Support and Maintainance|

Customer Experience – Rules for Inbound Customer Calls

Let’s run through the emotions of an average customer experience scenario. The customer is frustrated because they are experiencing poor service from the provider and needs to speak with a representative. They call and have to listen through a batch of irrelevant choices. This makes the caller even more frustrated. The option for an operator [...]

July 15th, 2013|Customer Experience, IVR|

Customer Experience Impact from Mobile Growth

A new report Mobile 2015 looks at the recent development of the mobile phone market. It describes some of the key attributes of the market, who have been the main companies influencing the markets and how and why they have been performing the way they have. Finally it highlights to companies that anybody whose business is influenced [...]

July 5th, 2013|Customer Experience|

Customer Service and the Changing Voice: Does IVR work for you?

Aberdeen’s Service Management research has revealed how customer service satisfaction plays a vital role in driving loyalty, retention and increased profitability. In Aberdeen’s State of Service Management: Forecast for 2012 research (January 2012), organizations reporting a 90%+ level of customer service satisfaction revealed significantly higher retention, loyalty and customer service profitability rates when compared to those organizations [...]

January 26th, 2012|Customer Experience, IVR|