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Article : Always Room For Improvement

In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago? We asked contact center professionals for their views on this question, as they would know the state of customer service best.

- a survey by Joss Jalbert, ContactCenterWorld.com

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"I think it is dependent on the industry it relates to as to whether the expected and achieved standards of customer attention and service have indeed become noticably hightened, but on the whole the customer has most definately become a focus of commercial interest, along with the need to retain their existing customer-base and find upselling opportunities individually through customer relationship management techniques. This change in attention has indeed lead, in my opinion, to an escalation in generically better standards of customer service that I have received within the past few years."

 
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"Better. From my experience dealing with complains, the turn around time has been faster. Back then we are ok with 7 working days, now the expectation of 7 or even 2 working days are no longer there. It's either 24hrs or immediate solve."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nina Kokorska
Workforce Planning Analyst
Expedia
Bulgaria

"Definately customer service is better than it was 5 years ago, due to many new standart metrics in the industry,software developement, company process optimizations etc."

About Expedia

Expedia, Inc. is a U.S. company headquartered in Bellevue, Washington that operates several travel brands including Expedia.com, Hotels.com, Venere.com, Hotwire.com, Egencia (formerly Expedia Corporat... (read more)
 
Arnold Ward
Management Consultant
ACW
Canada

"Yes, service is worse for the most part. It is most unfortunate that as important as customer service is, companies become complacent and slowly degrade on the level of customer service they provide. Employees just don’t seem to care and one has to wonder whatever happened to "wowing" your customer. Being from Toronto, one does not have to look very far for a prime example, our transit operator, the TTC (Toronto Transit Commission). A lot of bad press just recently around the poor customer service they are providing, and instantly there is a fresh push to improve their image and the service they provide."

 


"In most industries slightly better as there is more awareness of what people want, however as consumers we are becoming more demanding."

 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
United Kingdom

"I think in general it's got much better. The main reason for this is that most organisations now have much greater visibility or awareness when things aren't going well, and some are now even taking the most appropriate action to fix things that aren't going so well. This wasn't really the case five years ago."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Daniel Akre
Vice President Global Business Development
LiveXchange
United States

"Worse - American work ethic continues to deteriorate as the majority of customer service personnel believe their low wage base requires less than excellent service levels and effort. Until Corporate America understands their life blood is in the front lines, consumers/ customers will be ill-served by low wage, neophytes incapable of serving the needs of a more savvy and informed public.

are required to follow "Policy" which lends to inflexibility to long time customers"

About LiveXchange

LiveXchange provides Remote Call Center Outsourcing & Workforce Optimization Solutions, designed for the next generation of home based agents. Providers in Virtual Agents since 2003, we offer an ‘... (read more)
 
Steffen Wuth
Managing Director
Germany

"The service has become worse in my opinion. The time I have to wait until my call is connected has increased. The time until my question is answered / my problem is solved has increased, partly because agents do not know basics, e.g. I asked German pay-tv operator Sky to change my STB-card from satellite to cable. I had an older cable-STB and mailed all the details to Sky so they could send me the right card. After more than 3 months and several cards that could not be initiated, Sky told me that my STB was to old and I had to buy a new one. With the details I had given them, I would have expected the answer right at the first time."

 
Jonathan Grant
Ceo
Vonage
United Kingdom

"It is difficult to say that customer service has improved over the past five years because most companies are still being held back by their legacy communications systems. Businesses have solutions in place that are acting as a straight jacket and restricting their ability to be flexible to customer needs. Unfortunately, until a company upgrades the technology available to contact centre operatives it will be impossible for them to improve the level of service offered to customers."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Khilona Radia
Director
iGrowth International Business Consultants
South Africa

"Worse. Agents are not empowered to make decisions."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Games Trainers Play

Read today's tip or listen to it on podcast.

Related Editorial

Published: Tuesday, April 27, 2010

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Recording

 
1.) 
Premium Listing
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.

2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
3.) 
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.
4.) 
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.
5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
8.) 
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.
9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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