David’s recently sought out some very courageous leaders in contact centres, who have taken brave decisions that have improved their contact centres performance!
Lance and Kat were discussing a recent customer service issue and what was needed to get to the heart of the matter. Here’s Lance’s experience.
When did you last ring a contact centre to hear the automated message: ”Your call is very important to us, you are currently being held in a queue and will be answered by the first available agent”? Lucy and Nicki both commented on how frequently this occurs and it sparked an interesting conversation.
When someone mutters the words ‘customer service’ it conjures up all sorts of images. With it comes a level of expectation. If you buy a product or service and things aren’t working out, you’d expect it to be put right. Fiona’s been wondering how companies are handling all this…
Have you heard that if you smile when you’re feeling blue, you’ll automatically feel a bit more cheerful? Have you ever tried to keep that up for eight hours? Lucy and Nicki have been discussing the merits (or otherwise) of asking customer service staff to deliver service with a smile.
Kat was remembering how she’d once bought a coat she’d seen in a magazine…from the comfort of her own home. It wasn’t done online, or over the telephone with a credit card, or even by pressing the red button on her TV remote! It came about through a commitment to stunning customer service, with a simple question, and a little bit of serendipity.
Are contact centres the factories of our time? Gemma contemplates this question following The Call Centre TV series shown on the BBC recently.