Executive Interview : Exclusive Interview With Michael Shrader From Expert Global Solutions
If you would like insight on what's happening within the contact center industry from an insider's perspective, you will want to read what Michael Shrader from Expert Global Solutions has to say. ContactCenterWorld.com went in search of industry perspective from its members world wide for an enhanced look at what's good and what's bad.
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?
It's improving from 5 years ago as companies have begun to measure and actually care about NPS, CES, CSAT, etc. Service is still much worse than 20 years ago. The push to offshore and low costs versus customer satisfaction really lowered the bar. There are still industries, such as cable, where the nature of their business (monopolistic like) still keeps them from absolutely having to focus on service to survive.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier?
Absolutely! When I am treated as if I am appreciated than I am much more likely to continue as a customer and recommend to others. When I am treated poorly than I will switch to someone else as soon as I am able.
In your opinion, which industry sectors provide great service and which ones are poor?
Best service comes from the hospitality industry and retail. Communications companies and airlines are the worst.
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Can you recall a really good experience recently - where you were WOW'd by the service you received?
Not where I have been WOW'd. The closest has been with Home Depot and having to return items. No questions asked.
Talking about bad experiences, where do companies go wrong with the service they provide?
Main issues are IVR's that make it difficult to get to the right person, non integrated systems and channels that require customers to continually repeat their information and unempowered agents.
Have you noticed any differences in service from people from different cultures?
Yes, mainly communication skills exacerbated by social and cultural nuances. This sometimes leads to unintentional misunderstandings and customer frustration.
If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
Make it easy for customers to self serve yet always have the ability to get to an Agent if need be.
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
Make sure Agents have access to the tools and information required to serve the customer.
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
Use data to identify issues and track back to root cause for resolution.
In your opinion, how should contact centers measure the level of service they give?
Incorporate feedback from customers and agents to identify issues and find resolutions.
Lastly, can you share with us one of the worst customer service experiences you have experienced recently (do not mention company names just industry type).
I wanted to change a simple feature in my communications pakage (phone, internet, tv) and it took me 3 calls with each call resulting in 5-6 transfers and then finally giving up because it was taking too much time and effort.
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