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Everybody has their own definition of what great service is supposed to be, but if we want a straight answer, who better to ask than those in the customer service industry? We asked these professionals which industry sectors provide great service and which ones are poor.
"Financial services and stock trade companies seem to offer a very high level of service while airlines and cell phone providers are definitely lacking."
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
Expedia, Inc. is a U.S. company headquartered in Bellevue, Washington that operates several travel brands including Expedia.com, Hotels.com, Venere.com, Hotwire.com, Egencia (formerly Expedia Corporat... (read more)Expedia, Inc. is a U.S. company headquartered in Bellevue, Washington that operates several travel brands including Expedia.com, Hotels.com, Venere.com, Hotwire.com, Egencia (formerly Expedia Corporate Travel), TripAdvisor, Expedia Local Expert, Classic Vacations and eLong.
Jeff Roberts Director Inforonics LLC United States
"Well the high-end consumer markets have always been pretty good at delivering great service, luxury automobiles, jewelry, apparel etc. Some of the online retailers of commodity goods get that good service needs to be included even for low-value goods with low margins or they’re gambling on their futures. In my experience, brick & mortar retail business in high-tourist traffic towns are the worst. They hire cheap labor and they don’t rely on repeat business."
"I find that I receive the most memorable service from the smaller retail sector that includes home businesses, small shops and the like, whereas large industries become depersonalised in their approach."
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
"Overall, I tend to believe that great service is the result of focused attention to great people, processes and technology working together in tandem. In other words, I tend to not associate great service by industry. However, that being said, I have witnessed great service in the financial services, banking and consumer online retail industries, and the direct response industry. In addition, I have witnessed exceptional customer service in the electric utility industry, where revenues are often more determined by market perception and customer satisfaction then competitive market position."
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)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 has its operation centers in Gaborone, Botswana (Southern Africa), Hermosillo (Sonoran State), Mexico, and Accra, Ghana (West Africa). We also operate smaller "Micro" call-centers in the USA. AGS provides outsourced customer care, retention, billing, reservations, telesales, lead generation, telemarketing, back office, finance and accounting and technical support services in multiple languages to consumers and businesses via telephone, email, chat and other communication channels. With an executive team who has over 150+ years in call center management, operations, IT and outsourcing experience with other well-known companies, we strive for excellence in everything we do; with our customers, employees and partners.
Expierence (50 years) in most all B/B & B/C- past twenty five years mostly spent raising money for non-profits, specializing in Higher Education, but well versed in all facets of the non-profit world.... (read more)Expierence (50 years) in most all B/B & B/C- past twenty five years mostly spent raising money for non-profits, specializing in Higher Education, but well versed in all facets of the non-profit world. Also deeply involved is helping higher education find the "right" student match for their institution. We perform in depth survey from either your prospect, or inquiry pool. We are a proven entity, with hundreds of satisfied clients through my 25 years of working with higher Ed. All others in the NGO world...PBS stations, environmental groups, large & small ,looking for funds, we are the experts in this business.
"Banks and Airlines generally provide good service. Telecom companies with their complex IVRs tend to make life difficult (however, once you get through to an agent, they are good too!)."
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)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 ocean freight, road and rail transportation, contract logistics, and international mail services to its customers.
DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements.
DHL accepts its social responsibility by supporting climate protection, disaster management, and education.
"The greater you go the higher the risk of poorer customer service, I personally think that for very large company that's the main risk, in fact many are breaking down operations to smaller dedicated groups. That can be a very complex choice to handle when it comes to multilingual multiskills contact centers"
Robert Wint Senior Vice President Marketing, EMEA Verint United Kingdom
"I don't think there are specific sectors that offer a worse or better service than others. There are good insurance companies and there are bad ones. There are some excellent airlines and some where customer service appears optional. The difference here is in how individual brands perform."
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)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 - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Ronni Marshak Senior Vice President Patricia Seybold Group United States
"Retail banks do a good job in general. E-tailers are also pretty good.
High-tech companies tend to make it difficult for customers requesting service, often requiring that they remember their customer numbers, contract info, etc.
"I do not think that there is any particular sector, but organisations within sectors, although I believe that telecoms have made good progress over the last 5 years"
Telephos provides Call Centre management, consulting and outsourcing. Our work with past clients identified the specific need within the New Zealand Contact Centre industry for these skills on a set t... (read more)Telephos provides Call Centre management, consulting and outsourcing. Our work with past clients identified the specific need within the New Zealand Contact Centre industry for these skills on a set term or as needed basis. Many companies do not require (or cannot afford) this level of expertise on a full time basis however they often need support and direction in setting up or reviewing their Contact Centre OR they do not have the ability to operate a call centre in-house and need to outsource.
"Terming industry sectors would be a very vast selection so I would like to break this up further. In my opinion, companies manufacturing home appliances, home construction material, consumables, apparel, software companies, reputed travel companies and healthcare are some great service provider. Poor service providers include all government organizations, credit card companies, telecom companies, airlines and education institutions."
Navigant Technologies Inc.
International Business Process Outsourcing (BPO) Company
We are an International Business Process Management (BPM) Company, with specialisation in Demand Generation fo... (read more)Navigant Technologies Inc.
International Business Process Outsourcing (BPO) Company
We are an International Business Process Management (BPM) Company, with specialisation in Demand Generation for IT, Software, Platform based, Mobile Apps, ICT, & Technology based companies.
We will handle your Demand generation globally along with other BPM functions like Customer service, Technical Support, Help Desk, Inbound Sales calls, Travel Desk, Employee Grievance Help Desk, Email Response & Live Chat
We will generate web leads and make Outbound reach out to these leads for Generating Qualified Sales Leads, Sales, Market Research, Debt Collection, Follow Up calls
We will help you develop new technology and software platform to Outsource your business.
Combining 16 years of experience and comprehensive capabilities across technology based industries and business functions, we collaborate with clients to help them become high-performance businesses.
A unique IP-led initiative, addressing the convergence of omni-channel communications, as part of the various "Experience Management" theories, involving, voice, digital, social, mobility etc.
UNF... (read more)A unique IP-led initiative, addressing the convergence of omni-channel communications, as part of the various "Experience Management" theories, involving, voice, digital, social, mobility etc.
UNFYD(TM) - Suite of Experience Management products, delivered to a wide-range of Customer Experience focussed organisations, integrating omni-channel experience to customer interaction centers across channels (voice/self-service/email/chat/social/digital/mobility etc.)
UNFYD is an integrated social/digital platform providing seamless interaction & social listening combined with business process capabilities. One of its kind in the digital IP space, the platform gives enterprises a real-time view of happening of their BRAND in the digital space, across CX, marketing & other enterprise operations.
epmNXT - enables any organization to manage their Process, Program, Portfolio, Project and People, in an integrated model, enabling the platform to Prioritise, Plan, Manage, Measure, Monitor, Control and Evaluate business process. The platform strikes the ‘just right’ balance between Enterprise Program Management and Cost of Service.
srv
"I find that the more upscale companies in the car, food, travel and retail industry tend to provide extra special service to their customers. It seems the more money and/or power you have, the higher the service treatment."
About ContactCenterWorld: ContactCenterWorld 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 'ContactCenterWorld.com'. We were established in 1999.
Today's Tip of the Day - Recruiting The Right Staff
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Virtual Switchboard Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to: - Greet callers - Deliver necessary information - Forward calls to the appropriate extension - Take human error out of the system
CenterWare Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
IVR Edge IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
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ContactCenterWorld 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 'ContactCenterWorld.com'. We were established in 1999.
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