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Article : Is Customer Service Better or Worse?

Do you feel the service you personally get as a customer is better or worse than it was a year ago? That is the question we asked industry professionals, as they would be the best critics as to what constitutes excellent customer service. Their answers are varied, but all point to the same thing: The true value of offering quality service to all your customers.

Ken Reid
Marketing Director
United Kingdom

"The service I have received has been variable - some worse and many a lot better. Needless to say it is those organisations that have stepped up to the plate and delivered exceptional service that will get my business in the coming year."
About Rostrvm

rostrvm software systems support inbound, outbound and blended management of live and automated telephone calls and multimedia contacts. rostrvm’s innovative desktop presence drives efficient proc... (read more)
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Through my personal experience this year, I have seen why certain companies are retaining market positions and others are declining. Customer focused organisations are certainly making a greater impact on consumers."

Lou Krost
VP Workforce Optimization
United States

"I feel that customer service has an opportunity to improve in most companies. My company takes pride in valuing the way we handle customers, which is a bit unheard of in a tough, collections environment.Chase sincerely wants to help their customers stay in their homes and keep the American Dream."

Ring2 Dashboards & Wallboards Free Trial
Teresa Sinel
Director of Brand Ambassador Relations
VIPdesk Connect
United States

"The service my company delivers is continuously improving by design. There is always more we can do to please customers and our clients. The service I personally receive from other organizations seems to be improving, but I wonder if that is more in response to fears the recession has generated. Whether the improvements will have staying power after the economy rebounds is the real test. Time will certainly tell."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
Salah Mahiout
Software Development Director

". much better because of the new regulations in place (PCI, PIPEDA, ...)"
About Voxdata

Since 1995, VOXDATA has been supplying innovative, contact center solutions 24 hours a day, 7 days a week to meet all frontline customer relations needs in a variety of industry sectors. We are well p... (read more)
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"I think I get better service than last year."
About Skupina ČEZ

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for t... (read more)
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty

"In crisis years where "service jobs" are at stake, I generally feel that we all get somewhat better service treatment – even in the Netherlands."
About emotional loyalty

Customer Experience Research & Advisory
Dru Phelps
4D Value Partner, in private practice
United States

"The best news is that call talk time is not the core measure of a call experience. Better yet is that Agents are free to actualy resolve our question upon the first call."
About BenchmarkPortal

BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. W... (read more)
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec

"I feel it is better, as every company is so aware of highly competitive environments and companies across the world available to their customers, instead of just in their own back yard, like previously."

Colette Yee
Director of Strategic Marketing
United States

"Service, in general, has not deteriorated in 2009 despite spending cuts as more companies now realize that the customer is their major asset, and any positive or negative service experience may be amplified with the broad reach of the internet. However, I did not notice any significant improvement in service levels or experience either. The contact center industry is traditionally a more conservative place where cost containment takes precedence, while innovation takes a back seat. I do sense a gradual shift in adoption towards leveraging innovative, yet proven, approaches like speech analytics to empower employees in quality assurance, performance management and employee development. This will, no doubt, translate into better customer service in the near future."
About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
Wido Pratikno
Corporate & Personal Life Coach
CV.Bimasakti Citra Utama

"ok, many information about bisnis etc"

Paul Turner
Chief Operating Officer
United Kingdom

"The service that customers receive has undoubtedly got better over the past year. Call centres are focusing more on training and increasingly looking for more efficient ways to manage the customer experience. Systems are becoming easier to use and more flexible and companies are radically improving the way that they handle calls."
About NewVoiceMedia

NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
Robert Mensah
Public Relations Officer
Ghana Customs Service

"Not much has changed in terms of service delivery from mobile phone operators or utility services such as water and electricity"

Chris Tranquill
Group President
United States

"I have experienced a wide gap in the level of customer service I have received personally. Enterprises, like ACS, that see the opportunity to invest in and become innovative in customer service are providing better customer care. Organizations that realize the value of every customer interaction and that have instilled that belief in their employees, are now offering superior service.

Some savvy organizations are implementing technologies that allow contact centers to recognize customer transactions and anticipate their future needs and then offer up customized solutions, notifications or unique interactions are offering a noticeably different and superior experience.

However, not all organizations view customer service in this light. Those that are only focused on reducing costs and not adding value are seeing commensurate results in service."
About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
Reid Houser
Vice President
Sitel US
United States

"For the most part, in industries where customer service is a key differentiator (i.e. retail, financial services, telecommunications, etc.), service has actually improved as companies work harder to retain existing customers and increase their loyalty."
About Sitel US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a worldwide provider in outsourced customer experience innovation. Wit... (read more)
Israel Beniaminy
Senior Vice President, Product Strategy

"A bit worse, probably due to cutbacks in available CSRs (Customer Service Representatives)."
About Clicksoftware

ClickSoftware is a provider of end-to-end service chain optimization solutions that maximize revenue and customer responsiveness while minimizing costs.
Sadruddin Salim
Sr Manager Contact Centres

"It has actually improved in our case, the vendors and providers are now more vigilant with the knowledge that it will only be a small mistake to handover business to someone else, this has worked in our favor."
About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Much worse"
About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
Divyan Gupta
Founder and CEO
Keshiha Services

"I think it would be unfair to generalize this answer as I have had both good as well as bad customer service. However one noticeable trend has been the adoption of self-help technologies by companies over last year. Not only has this helped to improve the process flow but also help get service much faster."

Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"It is better now but because i feel there were a lot of technological advances this year that created a vast information database of what we did wrong thus at least not repeating them is an improvement in itself."
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)
Daman Adlakha
General Manager

"I believe the service has improved alot now due to other options available to the customers."

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
Jennifer McLeod
VP of Business Development
Teleperformance Canada

"Perhaps a bit better, with an obvious focus on relationship building and retention."
About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)

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 - 5 Ways To Start Motivating Agents Today!

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

Published: Friday, January 8, 2010

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2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

Survey - Online Event

Latest Americas Newsletter
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