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Chai Domingo
Director, Contact Center
339
Natalia Gorokhova
Head of contact center
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Scott Walles
Operations Manager
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Richard Kimber
CEO and Founder
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Article : Customer Service Aggravations

Everyone has heard friends and family complain about the service they received with certain companies, and how it gets under their skin they way their calls are handled. But when contact center professionals can point out irritants that really annoy them when contacting other contact centers, then you know something needs to be fixed.

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies
Canada

"Unnecessary process and scripting. A customer calls a support line because they want a human connection when being serviced. In other words, a customer expects the voice on the other line to have a functioning brain that is capable of discerning necessary script and unnecessary script. The other day I called my bank to do some telebanking activities. At the end of the call I said, "Thanks for your help, that's all I need for today." The representative, after being very helpful proceeded to say, "You're welcome. Is there anything else that I can help you with today?" I replied, "No thanks." The agent continued, "Have I answered all of your questions today?" I replied, "No that's it. Thanks." The agent continued, "Very good sir. Thank you for calling and have a nice day." It goes back to the last question. In this case, empower your staff and trust that they have the experience to close a customer interaction with better dialogue. Let the IVR be an IVR and let the CSR be human."

About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
 
Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"Staff who aren't adequately trained to give you the answer or can't because they aren't authorised to do it. Why bother getting reps to answer the phone if you have to hand the problem off somewhere else, just think of all the cost you are building in by working this way? Give your reps the authority and autonomy to do a great job on behalf of the customer yes they will get it wrong some of the time but in my experience most of the time they know the right thing to do for the customer and for the company."

 
Michael Clark
General Manager - Contact Centre
Workplace Authority
Australia

"My number 1 turnoff is when staff are not empowered to help me. The blame game starts and it is always the fault of a different business unit, or my fault as a customer. It is so simple to harvest the knowledge of your staff, identify the key bug-bears of clients and then empower your staff to handle them that I get very frustrated when the blame shifting happens."

 
Deborah Cahill
United States

"My #1 pet peev is being transferred from person to person and having to re-explain my situation. If the original person were to document the issue where it could easily be accessed by others, it would be less frustrating."

 
Andres Haddad
Coo
Exsoli
Mexico

"WAITING TIME"

 
Neil Barnes
Director
Io Speech Analytics Ltd
United Kingdom

"Lack of agent empowerment and lack of corporate inclusion - too many agents are not brought into their company's culture so I feel as though I am talking to someone who has been dragged off the street to answer the phone - they have no interest in delighting customers and this is not their fault."

 
Sami Bahrawi
Managing Partner
FRONTLINERS
Saudi Arabia

"long IVR that goes to sub menus to sub sub menus; as a client or customer or member, i should feel like the organization im calling understands my needs and sets up the IVR accordingly."

 
Larry Eiser
VP, Call Center Operations
Duke Energy
United States

"Having to repeat information or call a second time because they did not follow-thru as promised."

About Duke Energy

Duke Energy, headquartered in Charlotte, North Carolina, is an energy company with assets in the United States, Canada and Latin America. It was founded by James Buchanan Duke.
 
Teri Melone
Manager of Outsourced Call Center Ops
The Home Depot
United States

"management that does not believe in getting feedback, ideas, etc. from their people."

About The Home Depot

he Home Depot is an American retailer of home improvement and construction products and services. The Home Depot operates 2,193 big-box format stores across the United States (including all 50 U.S. st... (read more)
 
Elyse Taylor
Head of Contact Centre
Corgi
United Kingdom

"Their menu systems are too complicated and onerous!!!"

 
Bruce Ratcliff
Project Manager
US Cellular
United States

"Not getting a live agent when I want too. I prefer using automated voice response systems to do my business, but if I need to talk to a live agent, I should be able to rather easily."

About US Cellular

United States Cellular Corporation, d.b.a. U.S. Cellular, is a regional carrier which owns and operates the fifth-largest wireless telecommunications network in the United States, serving 4.7 million... (read more)
 
Robert Mensah
Public Relations Officer
Ghana Customs Service
Ghana

"Failure to respond to toll-free #"

 
Tengku Ayufeira Tengku Abraham
Call Center - Manager
Celcom
Malaysia

"Attending to calls according to process. IT does not give the kind of service customers expect to receive."

About Celcom

Celcom Axiata Berhad, formerly Celcom (Malaysia) Berhad, is a subsidiary of Axiata Group Berhad. Celcom Axiata Berhad provides mobile communication services for customers in Malaysia. It offers voice... (read more)
 
Elaine Del Rossi
Client Experience Officer
HTH Worldwide
United States

"1. I want to be listened to. Don't assume that you have heard my issue a hundred times and know the answer. Treat me as though this is the first time you have heard this very important issue that I am describing. 2. I want the person on the other end of the phone to "take ownership" of the issue otherwise I still have the same problem I had when I called."

About HTH Worldwide

HTH Worldwide helps world travelers gain access to quality healthcare services all around the globe. HTH combines ongoing research, a contracted global community of physicians and hospitals, advanced... (read more)
 
Patrick Flanagan
Vice President - Customer Sales & Services
Carnival Australia pty ltd
Australia

"Too many layers of voice prompts with instructions that are not completely clear. To me this demonstrates a disregard to the callers time."

About Carnival Australia pty ltd

Carnival is a global cruise company and one of the largest vacation companies in the world with a portfolio of 11 distinct brands comprised of the leading cruise operators in North America, Europe and... (read more)
 
Khaled Ramadan
VP - Head of Digital Banking
Bank Aljazira
Saudi Arabia

"Inefficient processes, eventually your don't get what you want"

About Bank Aljazira

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution... (read more)
 
Cheryl Vanditelli
Manager Alt Channel Underwriting
Scotiabank
Canada

"I don't like when I feel like people are reading from a script. Although I know they exist when it sounds too "rehearsed" it doesn't feel personal. Customer service should be a natural thing and I believe that everyone has to put their own spin on it."

About Scotiabank

At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and w... (read more)
 
Cliff Wayenberg
Call Centre Manager
Vesta Payment Solutions Ltd.
Ireland

"overcomplicated IVR's (More than 3x3). unnecessary transfers without proper issue handover, no resolution at end of call."

 
Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"when I get "the response system is not available" or a falt helpless response this turns me off as you never know what is the situation of caller is and how urgent he needs the informaiton or service."

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 
Ken Carosella
Partner / COO
SunSource America
Argentina

"Third party verification teams not staffed adequately. Long wait or hold times will lose customers and sales and reflect poorly on our centers Customer Satisfaction surveys, thus impacting our overall quality."

 
Rodrigo Borgia
C.R.M. Operation Manager
Particular
Argentina

"Sometimes agents don´t understand about the customer complains...."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Real-Time Information Solutions

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

Published: Tuesday, July 28, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
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.

Speed features:

*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 Performance Monitoring
PH: 1+480-435-9390
 

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