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This feature is about sharing experiences. We feature corporations who provide excellent service and those who do not. We share the hero stories so we can pick up good practices used, and the villains to remind us of what we should not be doing!
To protect our members', we do not include the names of any of the Villains, however the heroes are always mentioned!
So, if you've had any good or bad experiences with a telephone agent that really stood out, we want to hear about it! - and we'll feature it in this section!
Interested in contributing Service Stories? Submit Them Online Here and tell us who gives the best services and who you just love to hate!
As Customer Care experts we often overlook our customers who face adversities and challenges uncommon to many on a daily basis. It is time,we paid a little more attention and tried to be more inclusive in our thoughts, strategies and technologies
A Birmingham, UK contact centre which handles over two million calls a year on behalf of Birmingham City Council has been awarded a top industry award – for the third consecutive year
EE describes itself as the UK’s most advanced digital communications company, however it would seem it got it’s wires crossed last week when it revealed its Priority Answer initiative that lets customers jump the queue if they’re prepared to pay 50p for the privilege.
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.
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.
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.
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.
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.