Wednesday, June 24, 2015

Customer Experience Horror Stories

Source: www.mitel.com

Good read with some great #custserv and #custexp horror stories. Why are train wrecks some much fun to watch? #cctr

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Wednesday, June 17, 2015

National Grid docked $2.54 million for upstate customer service

National Grid was docked $2.54 million in revenue from its upstate electric distribution operations after falling short of a customer service goal set by the state. The metric, set by the state Pub…

Source: blog.timesunion.com

The cost of poor service cost one #utility more than $2.5 million- #custserv #cctr

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Here’s an in-depth on using the customer from Hell to attract All-Star customers.

Our toxic customer had asked us to do something we both knew would hurt their business. But this was pretty standard for them. Ask for something horrible or impossible, have it blow up in your face, then blame the people that warned you against it.

Source: www.alleywatch.com

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Monday, June 15, 2015

Customer Experience Trumps Sales

A UK survey found that #custexp trumps sales in the #cctr: http://t.co/HcrtlE4DnN via @callcentrehelp #CSAT #custserv

Source: http://ift.tt/Oi8Gfg

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Replace Customer Service Departments with Customer Experience Teams

Replace Customer Service Departments with Customer Experience Teams. Customer Service will always be playing catch up in an ever-expanding digital footprint

Source: http://ift.tt/UwgVKa

We can quibble about whether we call our front line staff Customer Service or Customer Experience. The real challenge is evolving the communications paradigm to operate seamlessly across all channels with access to the information and systems to help the customer achieve their goals of the interaction. #custserv #custexp #cctr

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Is Your Contact Center Script Old and Tired? Maybe It’s Time for a Change

While many contact centers have been trying to get away from scripts to ensure that agents sound a little less robotic and a little more interested in what customers have to say, there are many businesses that require at least some scripting to…

Source: www.tmcnet.com

The best script is no script. The biggest problem with scripts is that the Customer don’t know their lines :-) #cctr #callcenter #custserv

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Call center adding Affordable Care Act jobs – The Times and Democrat

A call center company announced Friday it is going to hire 300 people, including 60 in Orangeburg, to handle health insurance customers’ calls.

Source: thetandd.com

300 new #cctr jobs due to Obamacare – #custserv

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