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.
Publish Date: June 9, 2017 5:00 AM
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|4.)||Teckinfo Solutions Pvt. Ltd.|
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
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|How has Customer Service changed?||June 9, 2017 5:00 AM|
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|CX Management and why it should matter to you||April 28, 2017 5:00 AM|
|The Yes and No’s to working in a Contact Centre||April 18, 2017 5:00 AM|