My Dad, much to his dismay, was frequently the last to know anything of importance in our family. Though not always intentional, he was often left in the dark about conflicts, injuries, or broken housewares until long after they were resolved, healed or clandestinely replaced. …
Customer Service
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Infographic – Gig Economy and Customer Service Agents
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. …
Chatbots: Creating a Better Experience? It’s a Piece of Cake
Last week, a popular grocery store in the southeastern United States made national news over a cake order. A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” …
The High Cost of a Bad Review
You can’t make all people happy all of the time. But even if a large majority of your online customer reviews give a glowing representation of your customer service capabilities, it only takes one bad apple to spoil the bunch.
Just how much can one bad …
Im LiveCallCenter die Servicewelt der Zukunft erleben
Das LiveCallCenter ist seit vielen Jahren fester Bestandteil der CCW. Messebesucher haben hier die Gelegenheit, ein „reales“ Szenario live zu erleben. Sie können den Agenten dabei über die Schulter zu schauen und sich erklären lassen, welche technischen Prozesse im Hintergrund ablaufen.
In …
Neue Wege zum Vertragsabschluss – Energieversorger testet individualisierte mobile Self-Services
Mobil und vernetzt – das sind zwei der wesentlichen Kennzeichen der Kundengeneration von heute. Damit im Zusammenhang steht auch die Erwartung, dass Informationen schnell und vor allem bequem verfügbar sind. Kaufentscheidungen werden schneller getroffen – was für Unternehmen von Vorteil sein kann, sie aber auch …
The Score: Good Customer Service 1 Technology 0
Don’t you hate it when you have an urgent customer service matter that requires live assistance? An SMS conversation with a live agent or chat bot won’t cut it, web chat will require too much back and forth typing; and email—well, really?!
Over the last two …
The Key to Happy Agents in the Contact Center
A few years ago, I started hearing the phrase, and seeing it pop up on kitchen trinkets like tea towels and coffee mugs: “Happy wife, happy life.” I won’t go into details on why this phrase drives me crazy but I think it does make …
Looking Back on Customer Service Week 2017
It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. And why not? According to Sprout Social, 55 percent of consumers of consumers call out brands on social to get a resolution or response. …
Chatbots als zeitgemäße Self-Servicekomponente im Bankenbereich
Social Media und Smartphones haben die Ansprüche und die Erwartungshaltung der Kunden an Schnelligkeit und Verfügbarkeit bereits nachhaltig verändert. Sie erwarten mehr als nur eine Basisversorgung, sie möchten erleben, dass ein Unternehmen sie als Kunde wichtig nimmt, sie kennt und ihnen hochwertigen Kundenservice bietet, wann …
Selling in customer engagement to the Boardroom? It’s as easy as growth and profitability
If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement flows through everything we do: from every customer conversation through to every enhancement we make to our products to achieve the ultimate goal of improved customer satisfaction. Customer …