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Cansu Kizir
Product Owner - TOBi Chatbot
Thamer Noori
Director of Industrial Security and Safety Dept.
Bryan Anggraita
Head of Customer Operations and Branch Mgt
Bill Quiseng
Chief Experience officer

Article : Has Customer Service Improved In The last 5 Years?

We wanted to know from contact center professionals whether, in their opinion, customer service had improved or gotten worse over the last five years. Although the answers are varied, they all suggest we take a second look at our own customer service levels.

- a survey by Joss Jalbert,

Porfirio Saleiro
Adecco Portugal

"definitely is better, companies that currently provide services for customer care are increasingly aligned with their customers, investments in technology and people are also differentiating factors that provide service."

About Adecco Portugal

Adecco is a world leader in proving workforce management solutions. Adecco's global workforce of close to 32,000 colleagues is focused every day on finding the right person for the job, supporting ou... (read more)
Silvio Stroescu
Head of National Channels, Analytics and Support

"With the drastic increase in the availability of information on the web, these days competitive advantage is achieved by "how" we do the right things versus "what" we do. Most companies are recognizing this trend and placing greater emphasis on customer service, the "how", thus leading to better customer experience today than in the past."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.

"I think there is two parts to this question. The service I receive once I get to an agent is better in most instances; however the process to get there has become very taxing with most companies. With all the emphasis put on IVR's and routing customers to the right agent large organizations have lost sight of what’s important - handling your customers query without making them jump through firery hoops to get it done."

Sailesh Bhatia
Chief Training Manager
Reliance Industries Limited

"Its worse as customer service is nothing but an attitude towards a customer which wears off since we have been delivering since many years now. The customer too gets fed up with listeing to the same script as many dont put in the sincerity behind the script read out to the customers."

Steve Shefveland
Ashesi Global Services, Inc.
United States

"There appears to be more of a contrast between quality customer service and poor service in today’s market. The companies providing a superior "customer experience" have invested more in their people, found new and innovative ways to leverage existing technologies, and/or have leveraged the distinct advantages of newer Cloud Computing (aka SaaS, ASP, Hosted) technology solutions. From a "people" perspective, companies leading the way have developed new and innovative policies and procedures in all facets of hiring, training and agent development with the end result being that of "empowerment" of the agent, not only discipline and management of their agents. Such policies have created environments of collaboration in serving the customer. From a "technology" perspective, these same companies are leveraging the distinct advantages of new and improved technologies, such as improved voice recognition services in tandem with traditional IVR technologies, resulting in improved service to the customer and higher customer satisfaction metrics."

Rosemary Turley
NICE Systems
United States

"Worse - as competition for the share of wallet increases companies seem to have forgotten to match offers with needs. We are now bombarded with offers from companies that are not targeted at all, mean little to the consumer and appear to be just random attempts at getting a sales."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
Nina Kawalek
RCCSP Professional Education Alliance
United States

"Phone-based customer service has improved over the past five years, as contact center industries in younger outsourcing locations continue to mature. An increase in experienced and trained middle managers, and Certified Call Center Supervisors, is having a positive impact on companies who utilize these offshore outsourcing providers. This is evident in growing industries in the Caribbean and Latin American region, for example.

This is not to say that companies that offshore their customer services necessarily provide superior service; but, rather, that the many companies that have already outsourced customer service should be seeing noticeable improvements in satisfaction by now. Otherwise, they should re-evaluate the outsourcing location and provider in which they have invested, or insist that their current outsourcer invest in professional training and certification for the managers and supervisors servicing their account."

About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
Douglas Utley
ScottMadden, Inc.
United States

"Yes and no. Some companies provide superior customer service and are obviously working hard to make services more accessible and convenient continuously. USAA is a great example. Their website has continuously improved based on their asking for customer input. Other companies are far less successful because they have not listened as well to us customers. I have frequently called service companies trying to get help, but have had little luck finding the right phone option or weblink to get to someone to help me with requests as simple as changing my address."

Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"I think the is a greater awarness and most are trying, however volume of customers hinder most kinds of relationship. All the tech suggests it's possible to get that relationship thing going, but few if any have really got it right."

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (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 ''. We were established in 1999.
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Today's Tip of the Day - Environmental Considerations

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

Published: Monday, May 24, 2010

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2024 Buyers Guide Automation

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)

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