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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 - Keep Cost In Perspective

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

Published: Friday, September 18, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
 

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