Customer Experience

happy man on phone

Use Post-Call Surveys for Real-Time Customer Service Recovery

Most customers use self-service to get in and get out quickly. It’s no surprise when they don’t want to complete a post-call survey. However, some customers are itching to share their thoughts after a customer service interaction—unhappy customers. Unhappy customers are almost always in the mood to provide some feedback after a call—if not to you, to …

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man on phone and computer

Surveys: The PR Nightmare Vaccine

When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service. Customer service PR nightmares are cautionary tales for the rest …

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guy with tablet in restaurant

The Next Iteration of Self-Service

Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer …

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woman connected to computers

People Don’t Mind Talking to Computers, Really

Peter Theis, ‘father of the automated switchboard’ and Public Enemy Number 1 for everyone who dislikes automated phone systems, talking with the LA Times: I’m the guy who did it, yeah. I am ultimately to blame. I’m Dr. Frankenstein…When I invented it, I knew this would be huge. My goal was to improve the efficiency …

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woman-in-call-center

Don’t Use Old Techniques with Your New Call Center Technology

Recently, a company of which I’m a customer revamped their call center technology, but instead of leveraging new features to create a better caller experience, they made it worse. All of a sudden, their system doesn’t remember my personal data and call history like it used to, and, therefore, doesn’t predict why I’m calling anymore. …

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man on phone

3 Studies Showing Why You Shouldn’t Put Customers on Hold

Let’s face it: no one likes being put on hold. It should be a red flag when using hold becomes part of the natural rhythm of a companies agents. Overuse of the hold function can indicate knowledge or training gaps in your agents. These can produce operational inefficiencies.Why shouldn’t you put your customers on hold? Because …

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call center reps

5 Reasons You Need Mature And Stable Contact Center Technology

The consequences of a buggy automated call center are all to familiar: frustrated customers and system engineers spending too much time squashing bugs and getting the system to work correctly. If the system doesn’t function well then it’s not much good to customers in the first place. In an odd twist of irony, newer systems …

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