Tag Archive - Contact Center

Evolution of Customer Care

April 11, 2012 in Customer Service, Social Media with 0 Comments

Today was another #SMChat session which focused on customer service. This tweetchat session is held totally in public view on twitter only using a specific #hashtag. Kind of like a flashmob but only an exchange of opinions here. Here is an assembly of some of the answers provided today.  All this is just an extract and the entire exchange lasted less than an hour. A fuller transcript can be found here. www.storify.com/ambercleveland

~~~~Framing post and questions/answers~~~~

Customer Service & Social Media are a powerful combination. Many organizations focus on the marketing aspect of social media and overlook the inclusion of their customer service departments. Internal disconnects can become external issues – we discussed how to avoid this through evolution…

Q1. How does your organization evolve to meet the needs of your customers?

  • Customers expectations have changed Orgs do need to adapt, however adapt intelligently/strategically not as knee jerk Continue Reading…

Praxisleitfaden Social Media im Kundenservice

July 4, 2011 in Customer Service, Social Media with 0 Comments

I was recently interviewed by MIND Business Consultants, an organization here in Germany collecting best practices and solutions all around providing customer service via social channels. This report has been published and as one of the experts contributing to this I wanted to share this here as well. The document is in German but if you have any questions please contact me either here in comments or via the usual social channels. You can download this report at the link below. This will take you to my SlideShare location.

Praxisleitfaden Social Media im Kundenservice Juni 2011

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Social Service in the Contact Center – is this a good thing?

June 22, 2011 in Corporate, Customer Service, Social Media, Social Software with 11 Comments

There is much talk about corporations getting onto the social bandwagon. Marketing often or usually leads the quest with customer services in tow. While the possibilities of engaging customers, potential customer in the social web and spreading your marketing story may seem like a good idea and may even work, can a “social service” actually be delivered on current platforms by the current contact centers? Continue Reading…

Just fix my problem

May 11, 2011 in Corporate, Customer Service with 0 Comments

Ran across this post from Tim Stevens and his rant about service being provided by service centers.

http://www.leadingsmart.com/2011/05/i-dont-want-to-press-1-for-english.html

He has a few points which are typical of the problems which still effect  our service centers everywhere (his examples are from  the US but I see the same around the globe). Now whether it is good business in the US to prompt the caller for their preferred language or not isn’t my interest. I have customers where more than 8 languges may be serviced and customers are typically accustomed to this process.

There are two people involved here, the caller and the agent handling the incident. Each of them need to have been provided the proper information to do their part. The caller deserves to be informed of their call state, how long they may have to wait, asked to provide certain information while waiting assuming this will speed up the handling of the issue. The agent receiving the call must have all this information at their fingertip as well plus; has this caller called or contacted the center recently for a similar or same issue, how long have they been waiting and perhaps what else might they be looking for which was not found.

The cost of inactivity will rise.

Now in 2011 this is really not rocket science. Back in 2000 when the method of the day was CTI (basically poor grade glue) clients were excited every time a call transfer actually sent all the collected information along. Today more integrated systems and the advent of SIP have removed the need to apply this “glue” but it is not being applied often. Clients who will pay dearly to have their cars repaired will not pay to fix their broken customer service systems. The “cost of inactivity” is a phrase I picked up from a wise person not long ago. Calculating that cost now in the world of social word of mouth communications is going to rise.

Photo credit: Danilo Rizzuti

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