  |
“Simplify, simplify”, said David Thoreau and that is good advice for today’s call center and contact center operator. In our call center consulting practice we have seen many organizations that added too much complexity into the process that created barriers and obstacles for customers to overcome. [...] A new study, “Help Desk Efficiency Report 2010,” from 1E, a software/services company found a remarkable number dysfunctions in the Help Desk of the 1,000 plus IT professionals who participated in the study. These challenges include: * 44% of users feel that ordering software from their Help Desk is inefficient and time consuming, * 2/3 [...] In our call center consulting practice we often assist call centers understand and rationaize their Customer Experience strategy. This includes aligning the call center operational model with the desired Customer Experience. In this third article in our Customer Experience (click to view Part 1 and Part 2 )and the Call Center series we examine how [...] By: Colin Taylor This is the second in a series of posts focusing on delivering the Customer Experience in call centers. The first installment is located here Before starting to architect the Customer Experience, let’s start by defining it The key elements of any Customer Experience related to the contact center has to include: 1. [...] Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, Thats not surprising, few companies do. [...] We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here Question – What is the role of contact centers in customer satisfaction? Colin Taylor – Contact and call centers are the primary conduit through which companies and increasingly everyone else [...] The following is a discussion paper published by TRG December 18, 2007 There are a number of sources where call and contact center operators can gain insight into the offerings of contact center telephony vendors. The majority of these are provided or sponsored by the vendors and as such are suspect to greater or lesser [...] |
|
|
Call Center Consultants - Contact Center Consultants |
||