Currently viewing the tag: "Customer Experience"
I just read the article Asia’s Call Center Woe’s that discusses an Asia-Pacific consumer survey about customer service. The thesis isn’t a new one: Customer Care matters now more than ever; if your consumers aren’t happy with the customer service you are providing, they will switch to your competitor. What struck me though is what [...]
Continue Reading →I noticed yesterday on weather.com that the temperature here in Boston was a lovely 92 degrees F, but the Heat Index reflected that it felt like 98 degrees F. This sent me on a tangent that I think is analogous for the call center. Can a customer interaction look like one thing to you, but [...]
Continue Reading →I’m out at a customer site this week and overheard the following conversation from the Workforce Management Team: The difference in customer experience between 93% Service Level and 100% Service Level is negligible. But the difference in staffing cost to us is huge. Now, I’ll spare you my full rant about Service Level [...]
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