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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,

David Shaffer
United States

"I believe it is currently mixed. In some instances better and others worse, and it tends to balance out. Some companies do a very good job in dealing with staffing to call pattern arrivals to ensure timely responses to CS inquiries, but there are still quite a few out there that struggle to forecast effectively. There are also quite a few companies, from my experience, who still don't do enough to not only enable their front line CS agents to handle the call first run, but also seem to struggle with the amount of screens and applications the front line agent has to navigate through. With the economy the way it has been, a lot of companies during the past five years have gone through mergers without really understanding how the back end functionality can be made compatible, so their CS agents end up dealing with more and more screens, more and more market specific policies, and this really impacts the overall customer service experience as the Call Center Agent struggles to get through it all."

About Intrado

Intrado Corporation is a cloud-based, global technology partner to clients around the world. Our solutions connect people and organizations at the right time and in the right ways, making those missio... (read more)
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)
Malcolm Norquoy
Director Managed Services

"Marginally better but still very poor and inconsistent. I think there have been increasing investments in customer service areas such as tools and process, but I firmly believe that the underlying fundamentals of customer service need to be better understood and internalised i.e. the customer is king (not always right), listen to the customer, help the customer, be flexible and innovative etc"


Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuos technology leadership.
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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


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)
Jeff Roberts
Inforonics LLC
United States

"It is still case-by-case. Companies that "get" customer service and that hire for it and grow it as a culture reap the benefits of it. I would say that companies that treat customer service haphazardly see hit or miss results, and some fail miserably due to ignoring customer service altogether. Companies that make customer service part of their business plan and nurture it, are better at it today than they were 5 years ago, and it shows."

Phil Taylor
Head Of Sales & Service Toronto

"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."

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)
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."

David Cross
People Development Consultant
National Australia Bank

"My feeling is that it hasn't really changed much. The success rate of obtaining successful completion of service appears to be stable, but where, in my opinion, we have failed to progress is in the areas of emotional completion and satisfaction of our service exchanges and the achievement of a truly "personalised" service.
By emotional satisfaction I mean that, irrespective of whether my request has been fulfilled, I sense a desire on behalf of the professional to meet my needs, that I feel valued and respected.
By personalised I mean that the professional connects with me and establishes rapport so that I feel listened to and understood.
The tools to achieve these two elements are quite simple, yet it seems we haven't yet found a way to employ them with any consistency."

About National Australia Bank

National Australia Bank’s UK organisation.
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."

About Ashesi Global Services, Inc.

Ashesi Global Services, Inc. (AGS) is a privately held global outsourcing company. We operate within the Business Process Outsourcing (BPO) industry. AGS is headquartered in Phoenix, Arizona USA and h... (read more)
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)
Angie Naidoo
Nedbank Group Limited
South Africa

"It is much better. I was in a bank a few day ago to sort out my internet banking. I was greeted very politely by the lady ( was not ignored). I see structures in place to facilitate good customer service e.g. Floor manager - who meets and greets and almost serves as a trafic officer......she has a splendid personality."

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)
Miguel Angel Lechuga Mart?n
Call Center - Manager
Linea Directa Aseguradora

"I think is better. I think that in customer service the technology has become better, self service tools have better results if have the customer point of view. The CRM give more information and more focused. Manager teams are more professional with more experiece and the companies have understood that customer service is strategic. In any case it's necessary to make more progress."

About Linea Directa Aseguradora

Tricia Jephcott
Stretch Training
United Kingdom

"Worse - I feel that everyone is in such a rush that no-one really listens to me any more. I hate having to repeat myself either on the phone or face to face. I also feel that 'Customer Service' is still not regarded as a profession and just job that people fall into because it's the only thing available & hiring"

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."

Megan Easey
Megan Easey and Associates

"Overall, customer service has definitely improved. However, I believe this has been strongly influenced by fussier spending alongside the recession pushing unemployed people into customer service jobs, with the result that non performance results in a person being replaced - quickly. People are hanging on to their jobs and realise that top performance is what is going to keep them there. I also believe that there is a buzz in the industry where people who are in contact with customers directly are waking up to the fact that no one is more responsible for their happiness than themslves, leading to a more self-encouraged, more mature workforce."

Divyan Gupta
Founder and CEO
Keshiha Services

"The service is better. This is not only because consumers are more aware and demand a higher level of service but also because companies have realized that customer retention is key. Therefore they spend extra time to ensure that customer service is playing its part as a differentiation factor for consumers."

John Turnbull
Management Consultant
Customer Connect Australia Pty Ltd

"I believe that organisations are generally doing a better job of customer service, however customer expectations of service keep going up. This is a natural thing to do, as each customer takes his or her expectations from one organisation to another, but it leaves the perception that service levels are falling. They're not - it's just that the bar keeps rising."

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)
Barry McGuire
Director of Operations
LifePlans Inc.
United States

"In my opinion, the quality service has declined in the last 5 years for particular industries while other industries have mainatin and/or improved. I believe the difference in the levels of quality are directly related to the industries who have invested in technology and process improvements and have been able to maintain the service levels despite the difficult economic climate."

About LifePlans Inc.

LifePlans Inc. has been helping long-term care and health insurers, plans and providers manage risk through solutions since 1987.

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Stakeholders Involvement

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

Published: Monday, May 24, 2010

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2021 Buyers Guide Remote Agent Solutions


Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.


Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.


Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Nuxiba Technologies

Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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