Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

Raj Wadhwani - ContactCenterWorld.com Blog Page 8

Page: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17

BMO (Bank of Montreal)

I usually have good things to say/write about this bank but today I got frustrated with them and here is why:

I received a message on VM at home to say they need to speak to me - was fraud dept and they wanted to check some transactions. I called them back and was greeted by usual IVR and asked to input my card details which I did. Then after a short while my call was picked up by an agent who explained that my card has been compromised and cancelled. She then went on to say I need to answer some security questions and that’s fine to a point - talk about excessive - not just who I am but every telephone number (3), address, she wanted my date of birth and I asked why do you need all this? she replied its policy and I can’t help you without them.

I then asked what would you ask for if you called me and she said just very little as we would be calling you. Now what would be smarter is if they asked me for something like a pin or other ID like date of birth on the IVR - would have saved a lot of hassle and BMO a lot of time (=cost) and they would appear to be much more organized. I felt the agent could have handled me better - I am usually very considerate to people I speak to on the phone, but when someone starts spouting on about policy without sounding empathetic I get annoyed - its like she could not be bothered that much. I am sure its not the case but I do think better systems and some training in customer care would have been useful to make me happy.

I even had to ask when I would get a new card and was told 7-10 business days! I said that’s absurd and she agreed to courier it by Tuesday (4 business days). If my card ic compromised the least they could do is send me a new one immediately especially as they could see i use it all the time!

So, BMO - not great and some room for improvement. Consider training, policies and procedures to make me a happy customer and save yourself thousands, maybe millions by using a smarter process for when customers call you and have them rave about you not, as I just did, write about you for the wrong reason! …and regular readers you will have read about my interactions with BMO in the past – customer service team are great

Publish Date: August 23, 2012 11:35 PM


American Airlines

Wow - had a real bad experience with AA last week - there was a total lack of comms on the ground at LAX and our flight and we left 6 hours late. It was a fiasco to put it politely - pilots walked off the plane, missed a meeting with US and Canadian Immigration re Nexus that was planned several months ago, missed my connection in Toronto and had to stay in a hotel. I wrote to AA and didn't expect a response - in the past whenever I have complained to airlines I usually got a std response - AA were good though - took on board my comments and thanked me and gave me the impression they cared. Good job AA - I WILL fly with you again!  :)

Publish Date: August 15, 2012 8:56 PM


Vegas 2012 Update

Ok so we have pretty much tied down some excellent activities for delegates! I am exhausted after sampling food at different locations, watching shows etc - its tough! :)

So, what we have planned is to give delegates a real taste of Vegas, The Wild West and Mexico. We have:

1. A photo scavenger hunt - Vegas style! Should be fun!
2. Roped in the famous and gorgeous Gilleys girls and the rodeo bull for some good old fun at Gilleys at Treasure Island including a line dancing competition - details to follow!
3. Organised a fun Halloween costume party - theme for this years events is Super Heroes (for the heroes who are presenting), Cowboys and Cowgirls and Pirates (in honor of Treasure Island)
4. And to round off a fun week, a fun filled evening at Senor Frogs - went there last night and its a blast!

Oh, and for those who want to shop, the Fashion Show mall is just across the road!

so, from a knackered Raj - I think we are all set for a fabulous week in Vegas!

Publish Date: August 10, 2012 1:41 AM


Vegas 2012 Update

so been exploring - we have arranged some amazing entertainment and networking activities for delegates at our 2012 Top Ranking Performers conference - everyone will love it! Tomorrow I am checking out some potential shows and other eating establishments (life is hard at times :) ) - will be lots of fun at the event later this year - will keep you posted. Oh, also won at blackjack tonight then moved tables and lost coming out even - at least I got some free drinks :)

and for the shoppers - we are going to be next door to a massive mall!

and by the way, Vegas is fun!

 

Publish Date: August 8, 2012 8:14 AM


At LAX right now

Excited to be on my way to Las Vegas - just flew in with AA to LAX and in the lounge for a an hour then off to LV! Will be exciting - taking in some shows, checking out some restaurants and planning for our event later this year. Will be meeting with Marveless Mark - our entertainer at Hard Rock to see if he can perform at TI for our gala - its exciting and so far everyone except 1 company has confirmed for Vegas! will be an awesome event!

Publish Date: August 6, 2012 8:46 PM


Olympics

Amazing opening ceremony for the London 2012 Olympics - normally don't spend much time watching but yesterday watched it all! - kept me entertained - very impressive ceremony! Liked the bond piece and also rowan atkinson - nice integration.
Music was awesome - so much Brit talent in the music world!
Looking forward to some exciting sports competition in London. It's amazing how talented these people are - very motivating (reminds me of the passion and motivation I see  at the Top Ranking Performers Conferences we put on - amazing people!)

Publish Date: July 28, 2012 1:10 PM


Vegas Best Practices Conference 2012

Las Vegas - Oct 29th - Nov 2nd 2012

http://www.youtube.com/watch?v=fjqmFii5iDw

Publish Date: July 25, 2012 12:35 AM


Gala Video - Europe Middle East & Africa

London - Madame Tussauds June 29th 2012

http://www.youtube.com/watch?v=P3sPLwosp0w

Publish Date: July 25, 2012 12:33 AM


Gala video Best in Asia Pacific

Singapore July 13th 2012

http://www.youtube.com/watch?v=AxFuT9M4lp4

Publish Date: July 25, 2012 12:32 AM


Tribute to Best in the Contact Center World Americas

Orlando June 18-21st

http://www.youtube.com/watch?v=gLHD68c3r8Q

Publish Date: July 25, 2012 12:29 AM


Tribute to Best in the Contact Center World Europe, Middle East & Africa

London June 25-29th

http://www.youtube.com/watch?v=8XmQPAyZ3Uo

Publish Date: July 25, 2012 12:29 AM


Tribute to Best in the Contact Center World Asia Pacific

Singapore July 9-13th

http://www.youtube.com/watch?v=mM-t2bzlR5k

Publish Date: July 25, 2012 12:27 AM


When an industry association goes too far!!

Why does an association that is there to support the interests of its members & nation get so petty when one of their members wins a ContactCenterWorld award at what has been referred to the Olympics of the Contact Center Industry?

Shame on the association - why would anyone want to  criticise its members for entering global awards! It's like a sports club saying to a member who goes onto the Olympics 'What we are not good enough for you anymore?! - we don't want to know you anymore because you don't compete locally! ' - how pathetic!!!

 

Publish Date: July 18, 2012 3:47 PM


Awesome APAC event!

Having an awesome time at the APAC conference in Singapore (2012 Top Ranking Performers)
- really amazing presenters! Very inspiring!!

Publish Date: July 10, 2012 9:31 AM


EMEA London 2012 Pics

we had a blast! Pictures say a 1000 words right!

https://www.contactcenterworld.com/gallery.aspx?id=5c0340a0-cdbe-45a8-9cc3-968045a5ce20

Publish Date: July 4, 2012 4:36 PM

Page: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8243 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =