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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)
 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"Failure to respond to toll-free #"

 
Khaled Ramadan
Advisor to Director General
Saudi Arabian Airlines
Saudi Arabia

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

About Saudi Arabian Airlines

Today SAUDIA has 149 aircraft, including the latest and most advanced wide-bodied jets presently available: B787-9, B777-268L, B777-300ER, Airbus A320-200, Airbus A321, and Airbus A330-300.
 
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)
 

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 - Do Your Staff Have To Break The Rules To Provide Great Service?

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

Published: Tuesday, July 28, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
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.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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