Contact Center Love – Part Three

Share:

In the first two installments of this series I focused primarily on the end user who doesn’t have much, if any, exposure to a contact center.  In this article I would like to make a case for contact centers getting some love inside their own organization.

If your business has a contact center, ask yourself, “What is the role of my center?”  Hopefully, you come up with some immediate answers.  The obvious ones to me include:

  • To resolve billing or other non-technical issues our customers may have
  • To sell potential customers on our products
  • To support our customers technically
  • To collect outstanding A/R
Read

Your Mom and Dad Were Right

Share:

I am the father of four children, all grown now and out there trying to figure out how to make it in the world.  As a parent, I counseled my children on the importance of personal integrity and the company they kept. I taught them that being an honest, good person was more important than being rich, integrity being more important to happiness than wealth.  I happen to believe that integrity in conjunction with effort and desire will produce wealth, the two are not mutually exclusive.  I also counseled them to choose friends with the same values and standards.  Not only will their friends' standards reflect negatively on them, but they will have a tendency to develop the same standards and habits of their friends.

Read

Delivering Happiness Through Excellent Customer Service and Happy Employees

Share:

Tony Hsieh (pronounced Shay) is the CEO of Zappos.com, an online retailer of shoes and such that is well known for their excellent approach to customer service. If you have shopped at Zappos.com, you know what I mean.

Tony has a book due out on June 7, 2010 and is already starting to get a lot of attention. If you are curious about how Zappos grew into such a successful company with a great customer service attitude and company culture…this book promises to be a great read. You can find out more at http://www.deliveringhappinessbook.com/

Read

IVR Blunders That Make You Want To Scream Part II

Share:

My last entry was about IVR blunders that made me want to scream. Well, since that blog, I’ve been screaming my head off. So I thought I would continue on with a Part Two of that blog to share my most recent frustrations with companies that use ridiculous IVR practices.

Have you ever called a customer service line that offers speech recognition as their only way to navigate through the menu?  Well this is a dreadful approach if the speech recognition software utilized is not as robust as it should be. 

Read

What We Can Learn from Toyota

Share:

I feel like a broken record.  I continuously preach about the importance of listening to the voice of our customers.  Despite the ever increasing emphasis on this subject, we still see examples almost daily on companies that have failed to do so and are paying for it miserably.  Enter the following news story.  

Unless you have lived in a bubble for the past several months, you have likely heard something of the colossal failure by Toyota to follow through on a recall regarding the brake safety of their vehicles.  You can point to numerous possible reasons why Toyota tried to bottle up this problem, such as culture, corporate pride, greed, etc., but as the article points out, Toyota simply ignored the voice of their customers.

Read

The Power of Callback

Share:

A moment of truth is the culmination of countless procedures, processes, and interactions within the business.  In the ideal world, the caller (I'll use "caller" generically regardless of the mode of communication) will dial you up, instantly get to an agent who immediately provides the correct response.  The ideal is an absolutely frictionless exchange between the caller and the contact center. (The extreme ideal is where customers simply send you money all the time and all the right things magically happen, but we won't get into that.)

In reality, it's unreasonable to expect to have a contact center with an unlimited number of rockstar agents waiting on pins and needles to answer the phone as soon a caller dials in.  It turns out that approach is pretty expensive and, actually, unnecessary.  As a matter of fact, it can be quite challenging to have the contact center staffed appropriately even when the forecasted volume is rather predictable. 

Read

Time to Care about Customer Service…Again

Share:

I recently read this article in the New York Times which highlights a couple of separate customer service examples. 

The first example is a customer service experience with a car rental company, and the second example is a customer service experience with PayPal.   In both cases, a good deal of the article spends time describing the customer experience over the phone talking to the agents representing each company.  In both cases, there was a bad experience or customer dissatisfaction.   In both cases, the companies are getting significant exposure to the 18 million online readers and 1.4 million subscribers of the New York Times. 

Read