According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.
A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.
An approach called
Does your contact center have what it takes to be the employer of choice in your area?
Kathryn Jackson, founder of Ocean City, NJ-based Response Design Corp. lists just some of the must-haves to attract the best contact center candidates
Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,
Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.
Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.
Everyone is struggling to do more with less
Without creating an environment where your employees feel valued and good about coming to work, you can’t hope to deliver a level of service that will build true customer loyalty.
Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it.