Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia customers heard a busy signal when calling in to their customer service number. One man who actually managed to get through was put on hold for three and a half hours when he tried to cancel his service. A different customer, also trying to cancel, was forced to argue with the call center representative, who outright refused his request and demanded for ten minutes that the customer give him a good reason for cancelling.
Connect First Blog Posts
The Customer Experience
The modern consumer is tech-savvy, value-conscious, and quick to post feedback concerning their customer service experiences. Author Tom Peters lends an appropriate quote that may very well sum up the customer service challenge from the customer's unique frame of reference. As a best-selling author of many books that provide practical and actionable ways businesses can achieve excellence in leadership, innovation, and customer service, Mr. Peters writes: "Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!"
There's one key thing many people have come to expect when dealing with call center customer service: long hold times — especially around peak times of day. Call center managers have the difficult task of maintaining a delicate balance: you don't want to have too many people on staff because you'll end up paying them to simply sit there during low-volume hours; but at the same time, you don't want customers stuck with long hold times during high-volume hours. Learning how long hold times affect the customer experience can help you make better decisions for your team.
Topics: Approach to Customer Service, better customer service, Call Center Customer Service, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service, Customer support Phone Experience
Keeping Your Customer in Mind
In the SaaS communications world, there are so many ways in which we can both satisfy and alienate our customers. Stellar customer service can cover many wrongs — or serve as icing on your platform's award-winning cake. It can also serve as a tool to connect more closely with your clients, and let them know that you're aware of and sensitive to their everyday needs.
We’ll be honest: Customer service is not always easy. Sometimes, agents need to roll up their sleeves and play “bad cop” in order to get customers to make payments, or take certain courses of action.
The Software License
After spending some time studying contact center software, you’re pretty certain that you want to partner with a cloud services provider. But now comes the hard part: selecting the right type of software license.
It’s time to think objectively about your contact center for a moment. Take a step back, squint your eyes and take a good look at what you see in your department.
In case you aren’t aware, this is a pretty special week in the customer service industry: national Customer Service Week.
It Could Wind Up Saving Your Company
Think about the ordinary customer that dials into your contact center with a complaint. How much of a voice does this customer have? Unfortunately, in many organizations, it’s not a very loud one.
Providing great customer service is more important now than ever. An estimated 83 billion dollars is lost annually to U.S. businesses due to poor customer service, and on average more customers tell those in their network about bad experiences with a company than good ones. It is time for call centers to recognize customer service as a means of financial gain. So how exactly do you start to provide insanely good customer service in your call center?