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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
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Thamer Noori
Director of Industrial Security and Safety Dept.
13

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 - Keep Cost In Perspective

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

Published: Monday, April 19, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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