Welcome to the Family!

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We can't ever say enough how much we love our customers and love bringing new customers into our family. So, I'd like to make a big welcome to Intermedix and the contact center team, who spread some inContact love on the day of their Go Live! 

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Happy Customer Service Week!

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I can’t believe it's “Customer Service Week” again. For me, every week is Customer Service Week, and we should always be looking at our interactions with customers. We should be recognizing our Customer Service teams (and the entire organization) every week; and ensure they have the skills, training and KNOWLEDGE to deliver a good customer experience.  

As Donald Porter quotes, “Customers don’t expect you to be perfect.  They do expect you to fix things when they go wrong.”  

What makes customer experience good?  There are several factors, but the key indicators are as follows:

1. Know your product – Know what products/service you are offering back to front. In other words, be an information expert. It is okay to say "I don't know," but it should always be followed up by "but I will sure find out!”  Whatever the situation may be, make sure that you don't leave your customer with an unanswered question.

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Let’s Get Personal

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Most people don't really like it when they need to seek customer support help. I'm different. I love customer support interactions because it helps me, as the leader of the Global Service Delivery team at inContact, to shape our customer support strategies and best practices.

I recently needed some information on my health insurance. It was late so I assumed customer support wouldn't be there, and began searching in the customer portal. Yes, a self-service portal…how cool. Finally I found the topic I wanted and all of a sudden a little pop up box said “do you want to chat? How can I help you?" It even had the name of the person inviting me to chat. I thought, "great, I’m going to get this question answered and I can resolve my issue." However, after 10 minutes of back and forth with this "agent" (AKA virtual assistant) I didn't have an answer and walked way with a poor customer experience.

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Happy Customer Service Week!

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Today winds down the end of Customer Service Week – a favorite time of year for people in my line of work. But I was thinking, should it only be Customer Service Week??? How about we initiate Customer Service Week EVERY Week!!!

I think it is great that Customer Service organizations get their own week to celebrate and thank all the hard working Customer Service/Support teams, but in my world it’s really about the entire company focusing to deliver an outstanding customer experience for their customers.

At the end of the day what every company is “ selling” is the “ experience” of doing business with the company they represent. Yes your Customer Service/Support teams are the first point of contact; the face and brand of the company, but what about all those employees behind the magic curtain that ensure the Customer Service/Support teams can provide the service customers are looking for?

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