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The Global Association for Contact Center Best Practices & Networking

Showing 1 to 15 of 24 Service Stories

Wireless Provider, Car Insurance, Airline... Hero Or Villain?
We may hate having to pay the bill, but it is possible to have a good contact center experience with a car insurance agency.

DSL Provider, Hotel, Software Manufacturer, Airline... Hero Or Villain?
Booking vacations or calling contact centers to purchase software or DSL services can lead good and bad experiences.

Villain… Gas Utility
Booking evening appointments with gas utility proves a challenge; as worker trusted to do the job cancels a few hours before he was due to arrive.

Villains...What Were They Thinking?
Tamara Wilhite discusses her experiences dealing with a humorous issue regarding mailing lists, and escape from solicitations.

Villains...TV, Phone & Cable Companies Failed To Meet Customer Expectations
What can you do when you keep getting bounced around from department to department or you never seem to get the answers you need? Here are three contact centers that failed to meet customer expectations.

Villains...Poor Service Leads To Lost Customers
Most people don’t mind navigating through IVR when they call a contact center as long as it eventually gets them to where they need to be - poor service leads to lost customers.

Heroes...Great Service = Customer Loyalty
Great service equals customer loyalty and when your contact center promises to call back a customer, you may surprise them by actually keeping to your word.

Heroes... Cable, Travel & Storage - 3 Companies Pleasing 3 Customers
(Premium Content)
If your contact centers agents are knowledgeable about your products and services you could turn around a customer from wanting to cancel to wanting to buy. Here are some examples of three contact centers currently pleasing customers.

Heroes...Insurance Companies' Service Up To Par
(Premium Content)
Some people anticipate poor customer service when they get in touch with a contact center but there are positive experiences out there. Here are some examples of contact centers that are up to par.

Villain...Outbound Telemarketer Calls
(Premium Content)
Carl Friesen of Global Reach Communications goes over his troubles with telemarketers and why he doesn't usually buy anything.

Villain...Canadian Bank With Less Than 'Royal' Attitude
(Premium Content)
Sharon Price, Financial Manager at ContactCenterWorld.com, wanted urgent results in a credit card crisis.

Hero...CIBC Comes Through In Stressful Times
(Premium Content)
this person found out the hard way where money can end up!

Hero...Mortgage Bank With Great Quality Monitoring
(Premium Content)
Ron Strandin of Envision says his best contact center customer experience was with a large mortgage bank in North America.

Villain...Wireless Provider With No Response
(Premium Content)
Ron Strandin, the Vice President of Marketing at Envision discusses an unpleasant experience with his wirless communications provider.

Hero...A Clean Self-Service Site
(Premium Content)
Here's what happened when our editor wanted to sell an IBM PC.

The Global Association for Contact Center Best Practices & Networking

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