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Article : The Two Sides Of Customer Service

For people who work in the Customer Service Industry, it's easier to detect when one receives excellent service, or dreadful service. When contact center professionals were asked what their thoughts were on the quality of service from other industry sectors, they were quick to point out the good and the bad…

Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"Retailers are seen, in general, as providing poor service. There are a number of excellent exceptions to this, but retailers tend to attract low wage and transient Employees who may be disengaged from the business. That disengagement can be obvious to Consumers who in turn will label the retail industry as poor overall.

Although the banking sector may have a negative perception in general, the service they provide is quite professional. Well trained, highly paid and engaged individuals are on the other end of the phone or across the teller window to help with your needs. Most of us receive fairly decent service from the banking industry. Overall the engagement of the Employees will be the biggest single determining factor in whether good service is 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)
 
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Insurance and banking are pretty strong.
Retail is inconsistant and can be poor."

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

"Hard to say. It appears that corporations who invest in their contact centers do the best job. Seems that utility companies are improving (electric, cellular, cable, etc.). Retail seems to be falling real short. Even the big chain retailers don't appear sincere when they welcome you into their establishments."

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)
 

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 - Share the Experience

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

Related Editorial

Published: Friday, September 18, 2009

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2023 Buyers Guide
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Payment Services

 
1.) 
Branch

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Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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