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
|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.
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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.
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|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.
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.
Call recording solution fully integrate to all main pbx solutions.
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