Put an End to Customer Frustration and Build Real Loyalty

I was talking with a call center manager who made a startling comment: “We have some problems with our website. But we deliberately don’t fix them. That way, our customers call us and we can fix their problems and delight them.”

Wow. This was one of those situations where I wasn’t really sure how to react. Who really believes that’s a good thing?

The myth of the Service Recovery Paradox is apparently alive and well. This is the belief that when you do a great job fixing customer problems, they become more loyal than they were before they called. It’s a reassuring […]

Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game.

My very first call center back in 1973 started with a PBX (Private […]

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Employee Effort: Are They Just Spinning Their Wheels?

There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it’s to buy a product, to get an issue […]

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Investing in Your Frontline Workforce is Good for Business

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and […]

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Don’t Let Self-Service Channels Become “No Service”

During the focus groups I’ve facilitated for clients, one of the common questions that customers ask is, “Why doesn’t (company) want to me to talk to their representatives?” Further probing and discussion uncovers reasons why […]

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Take Advantage of Customer Service Big Data and Little Data

Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process….  However, many companies embrace a different concept of Big Data. While the collection of data is broad, […]

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Agent Empowerment and the Unhappy Customer

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your […]

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Intraday Automation is the Future of the Agile Workforce

About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges.

First, customer demand in this […]

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Why Employee Experience Must Come Before Customer Experience

“Treat employees better than customers.”

What? Isn’t that sacrilegious? There’s a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee?

The […]

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