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!

Showing 1 to 15 of 27 Service Stories

The Fine Art of Inclusive Customer Service

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

Service Birmingham Contact Centre Awarded Customer Service Excellence Standard

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

Has EE Got Its Wires Crossed With ‘Priority Answer’ Service?

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.

Wireless Provider, Car Insurance, Airline... Hero Or Villain?

We may hate having to pay the bill, but it is possible to have a good contact center experience with a car insurance agency.

DSL Provider, Hotel, Software Manufacturer, Airline... Hero Or Villain?

Booking vacations or calling contact centers to purchase software or DSL services can lead good and bad experiences.

Villain… Gas Utility

Booking evening appointments with gas utility proves a challenge; as worker trusted to do the job cancels a few hours before he was due to arrive.

Villains...What Were They Thinking?

Tamara Wilhite discusses her experiences dealing with a humorous issue regarding mailing lists, and escape from solicitations.

Villains...TV, Phone & Cable Companies Failed To Meet Customer Expectations

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.

Villains...Poor Service Leads To Lost Customers

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.

Heroes...Great Service = Customer Loyalty

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.

Heroes... Cable, Travel & Storage - 3 Companies Pleasing 3 Customers

(Premium Content)

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.

Heroes...Insurance Companies' Service Up To Par

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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.

Villain...Outbound Telemarketer Calls

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Carl Friesen of Global Reach Communications goes over his troubles with telemarketers and why he doesn't usually buy anything.

Villain...Canadian Bank With Less Than 'Royal' Attitude

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Sharon Price, Financial Manager at ContactCenterWorld.com, wanted urgent results in a credit card crisis.

Hero...CIBC Comes Through In Stressful Times

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this person found out the hard way where money can end up!