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Article : Is Customer Service Evolving, Or Just Getting Worse?

In your opinion, do you believe the customer service you get today from other companies is better or worse than it was, say 5 years ago? We asked this very question to some of our members, and here are the answers...

Greg Beaver
Vice President Customer Services
United States

"I believe some companies are better and some are now worse. Those companies that have taken the time to understand their customers needs have the ability to flourish. Today's customer is more sopisticated and has more choices than ever before."

 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Generally I think it is better. Companies seems to have more desire to provide a good customer experience and keep customers. Wait times to call centres are generally not as a long as they used to be and there are more ways to contact companies like email and chat which help"

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"Although I believe there has been more focus in the area of improved Customer Service, the offerings have become much more complicated from organizations. The knowledge expected of an individual providing the Customer Service has greatly increased, but the tools provided to that agent have not necessarily kept up with these expectations. Therefore, overall, Customers may have seen a decrease in Customer Service directly from the agent.

Customers have seen an increase in self service to assist with their Customer Service needs. Whether this be an automated check out at a retailer, or online access to bills and payments, Customers are more equipped than ever to help themselves. If organizations make these services easily accessible and easy to use, the Customer wins with a noticeable improvement in the service provided."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"Personally, I find that it is worse than before because I find that some companies are not properly training their agents and when you speak with them, they are not well informed on the products/procedures or they have not been trained on proper etiquette and customer service."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"I think it's worse. I don't think people are getting the basic training they need to understand how to deliver the kind of customer experience that's worth coming back for."

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Grace Heny
Director
168Solution
Indonesia

"Nowadays customer service is delivering better service than previous, as the customers demand is getting higher, more option to choose, globalization and level of education are also getting better."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"I believe the service has declined in recent years. The human touch in contact centers has been limited through automated menues and strict scripting, and agents are less empowered to take action to do the right thing."

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Same. I have not noticed a difference one way or the other."

About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"I think it is worse. For the most part, companies aren't spending enough time focused on the customer but rather the bottom line."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"I believe that it is significantly better, even with an exponential rise in the expectations of the customer.Most, if not all, companies are now paying more attention to the voice of the customer and realise that this generation of customers consider themselves to be more transitory. Customers are now more aware of their options and are considerably better educated about their choices."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"I think it is worse for 2 reasons

1) automation has replaced the human/personal touch

2) human responses are too mechanical and not alive and refreshing specially in the hospitality sector"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (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 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Getting The Ergonomic Programme Right

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

Published: Monday, September 28, 2009

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.
 

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