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Article : Walking in the Customer's Shoes!

We always hear stories of bad service from customers, but what happens when contact center professionals experience similarly poor service? We ask our members to tell us some of their worst, or best, experiences.

Click here to find out how you can obtain more great tips and advice from the Best-of-the-Best!

Arnold Miranda
Service Deliver Leader
FIS Global
India

"In a recent travel oversees I was to check into an apartment hotel where I was to occupy a one bedroom apartment, after a long haul flight I arrived at the hotel only to realize that the hotel could not locate my name in their reservations list, after much ado they managed to locate my details and checked me in and the Manager was kind enough to offer me an upgrade. I went up to my room looking forward to the "upgrade " however was disappointed all over again to realize by upgrade they meant a 2 bedroom apartment.
Most of us may have experienced confusion during check in, and honestly I was not affected, so when the Manager said she upgraded me I was pleasantly surprised, however to my dismay the upgrade had in no way benefitted me. Perhaps a good bottle of wine would have been a more "wow" experience."

About FIS Global

BPO and ITO organization.

Heather Reid
Regional Manager
Cloud5
Canada

"I called my Cable Provider and was greeted by an agent who could not pronounce my name or understand my questions. When I asked if there was someone who could communicate fluently in English, the agent became agitated and disconnected my call."

About Cloud5

Cloud5 is hospitality’s communications technology & services provider. Its two business units serve the needs of hotels from global brands and independents to management companies. Cloud5 Technology S... (read more)

Rick Boykin
VANIR Consulting LLC Principal
Vanir Consulting
United States

"Too many to tell. I was assisting my father with an issue at Home Depot. I received a voice mail and asked to return a call to a particular department. When I called the 800 number the IVR offered no department of that name, nor did it allow me to go to a CSR. Since the issue was costing Home Depot I hung up and waited for them to call back several days later. Same Home Depot issue, I called the 800 number on an old Home Depot invoice to ask why my father's credit limit that had been at $5,000 was now $500. The CSR told me she couldn't answer and I would have to call back to another number, that wasn't toll free. When asked if she could transfer me she said no. There are plenty more."

Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"I recently called a provider who was obviously well trained on call center etiquette. She avoided moments of silence and fully engaged me and it was clear I was her only focus. I made sure to tell her how much I valued her service."

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:
# 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

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

Published: Thursday, April 23, 2009

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2023 Buyers Guide
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Call Routing Optimization

1.)	Eastwind Communications Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

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Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

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OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
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*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring