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Article : Going Wrong With Customer Service

We’ve all had the pleasure of experiencing bad service at one time or another and it begs the question, where do companies go wrong with the service they provide? We asked Contact Center Professionals for the answers to discover the source of terrible customer service.

- a survey by Joss Jalbert, ContactCenterWorld.com

Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"Implementation - Some companies have brilliant ideas coming out with various campaign on improving the customer service experience however because of poor implementation, the forecast results not achievable due to poor understanding by the staffs or lack of tranining."

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.
 
Adrian Robertson
DHL, India
India

"Complex IVR. Inconsistent answers. Inability to transfer the call to seniors when they can't fix the issue. Most rampant is common sense in CS - if a process breaks down and common sense dictates that the problem be resolved in a particular way then there is no point in sticking to rhetoric of company policies!"

About DHL, India

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocea... (read more)
 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
United Kingdom

"Things start to go wrong when customers have an issue but the company's internal processes don't allow agents to respond effectively. When agents tell customers that "my screen won't let me do that", then you know you've got a problem."

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)
 
Steffen Wuth
Managing Director
Germany

"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."

 
Mark Herbert
Resource and Planning
Saga Services
United Kingdom

"Turnover in contact centres is generally huge and this leads to problems caused by a lack of experience or complex systems. For example I recently changed my gas supplier and received the hard sell from my exisisting provider, however it was clearly a new member of staff who made continual errors - mis reading information and making incorrect offers"

About Saga Services

Saga is an insurance company.
 
Ankur Bhatia
Founder & CEO
Navigant Technologies Inc
India

"Companies tend to go wrong with their post sales customer service abilities. There was this guy trying to sell me a contact list. He used to contact me at least once every 15 days for over a year even though I told him that there was no immediate requirement. Finally, we wanted to execute an email blast campaign for which I ordered a considerable sized list from him. The results were not even 5% close to what he committed. As we are in the services industry, we were willing to accept the fact that results could vary and wanted to see how our investments could be justified to our management. I tried contacting this guy several times to find a solution but he never bothered to revert. This is where I think he went wrong. I feel that he had an impression I would ask for a refund and hence never replied to my emails or ever spoke with me again. Companies need to train their sales staff on approaching customer complaints as a relationship building opportunity rather than a complaint. This will definitely go a long way in building customer loyalty."

About Navigant Technologies Inc

Navigant Technologies Inc. International Business Process Outsourcing (BPO) Company We are an International Business Process Management (BPM) Company, with specialization in Demand Generation fo... (read more)
 
Niels Kjellerup
Manager
Australia

"When service is just a matter of managing call-traffic. The service rep has NO time to identify my need and lacks authority and competence to make correct matters"

 

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 - 5 More Ways To Start Motivating Agents Today!

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

Published: Monday, April 19, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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