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

How has Customer Service changed? - Telnet - ContactCenterWorld.com Blog

How has Customer Service changed?

Is Customer Service what it used to be?

If you go back a few years, you’ll see that Customer Service was very different because of what was available at the time, what the emphasis was put on and the resources that were available at the time (eg. AI).

 

Let’s start with going over what Customer Service is. It’s the way you service your customers and the outcome should essentially be to have a happy customer.

There is far more emphasis on Customer Service and the Customer Experience now that there are so many ways to do it. You can have it online, in person, via chat, Social Media, messaging, AI or even using chatbots.

Going back 20 years, Customer Service could be 100% by flashing a smile and helping the customer with their inquiry. There wasn’t a Social Media page to vent about your experience back then, so no one knew if the company was great until you told them. You can have as many options as you like when it comes to your customers, but having the right channel and the right approach is what matters.

Navigating the maze of Customer Service can be tricky with so many different options. First, you should look at your target market and their habits – Are they going into a shop and doing business face to face? Are they chatting online? Are they researching your website and reviews before they even consider coming in to see you? Having this information would be your starting point.

Source: http://telnet.co.nz/uncategorized/how-has-customer-service-changed/

Publish Date: June 9, 2017 5:00 AM


2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

5.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 



View more from Telnet

Recent Blog Posts:
Customer service is a feeling not an actionAugust 29, 2017 5:00 AM
Patience – An agent’s responsibilityJuly 21, 2017 5:00 AM
How scripting can go wrongJune 15, 2017 5:00 AM
How has Customer Service changed?June 9, 2017 5:00 AM
2017 CX so farJune 6, 2017 5:00 AM
Inbound Vs. OutboundMay 25, 2017 5:00 AM
What can ruin the Customer Experience?May 19, 2017 5:00 AM
Why you should consider OutsourcingApril 28, 2017 5:00 AM
CX Management and why it should matter to youApril 28, 2017 5:00 AM
The Yes and No’s to working in a Contact CentreApril 18, 2017 5:00 AM
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
 13659 
Share

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 =