Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem.
So why was I so annoyed? And why does this matter to you?
I started with phone support, but after hearing there would be a 13-minute wait, I fired up chat. After greeting me, the technician said, “I will give my best effort to resolve your issue.” “Great!” I responded, and gave the details.
I then waited for two minutes while she was obviously working with another customer. Eventually […]
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday automation and workforce management. Most think that intraday automation is just another workforce management product. It […]