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Article : Customer Service Review

We wanted to know the current state of customer service, and whether it had improved or worsened in the last few years. To get the answer, we asked contact center professionals for their opinions, as they would know the state of customer service best.



"Customer service has gotten significantly better over the past five years. Today, companies are more aware and in tune with the positive impact customer service can have on its overall business and customer satisfaction. Especially in today’s highly-competitive business environment, companies are acute to the fact that a company’s success is directly tied to the success and satisfaction of their customers."

 
Dale Smith
Md
United Kingdom

"Well I would have to say worse, however, I think that I must be on some register somewhere - that when I call up they instantly try to test me to see if they can make me boil over. In my opinion there seems to be an increasing disconnect with the front line in house and the face to face front line with the customer"

 
Martin Jukes
Management Consultant
Mpathy Plus
United Kingdom

"In my opinion customer service has improved but not as much as expectations have over the last 5 years. As consumers we remember excellent service and it increases our expectations dramatically."

About Mpathy Plus

We are management consultants with a real focus on improving customer service and the customer experience. We provide a wide range of services across all sectors with expertise in transforming service... (read more)
 
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
BT
United States

"No! Customer Service has lost its personal touch. Now, the length of menus on the IVR is so extensive, it frustrates the customer and they just hang up. Or, the rep doesn't understand plain English!"

About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Richard Blank
CEO
Costa Rica's Call Center
Costa Rica

"I personally believe the level of service has increased dramatically in the past five years. It may be because I am a CEO of a call center and know how to effectively communicate with a CS agent. Possibly, that the trainers have taken to heart the importance of quality, empathy and patience along with making the necessary adjustments with their teams. Thankfully, the bar has been raised and my demand for CS support has grown."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Peter Fleming
Manager
Fleming & Associates
United States

"Better. There are more options (like web chat) offered by more organizations and more organizations realize the value of providing good customer service"

 
Najenjwa Mbagga
Head of Department Customer Care
Vodacom Tanzania
Tanzania

"It is better and improving everyday, many companies are taking action to improve customer services and keeping the customers"

About Vodacom Tanzania

Vodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 18... (read more)
 
Mark Herbert
Resource and Planning
Saga Services
United Kingdom

"In general better. Much more focus is placed on first call resolution"

About Saga Services

Saga is an insurance company.
 
Thilakavathi S
CCX Solution Architect
DXC Technology
Malaysia

"I'd say it's better now because of the awareness of customer services as a whole, the heightened awareness of the customer and greater expectations from customers."

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across pu... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"I believe that it is still better today compared to 5 years ago. The technological advances that we have today enables companies to study previous issues and trends and helps them anticipate upcoming issues and prepare for them."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Sue Marshall
Sales and Marketing Director
United Kingdom

"A number of companies have improved significantly. The developments in self help, variety of choices available to the consumer and technology available to assist have helped to improve the experience. A consumer can now choose to 'chat', email, sms, self serve on line, use automated services or speak to a live operator."

 

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 - What Type Of Relationship Do You Want?

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

Published: Wednesday, April 14, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

2.) 
Motivarnos

Motivarnos.com
Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 

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