Tag Archives: contact-centers

Calls Are Taking Longer, and That’s a Good Thing

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Calls Are Taking Longer, and That is a Good ThingIt’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. Projects that succeed will be touted, and projects that fail get buried quietly.

If we want hard answers, we have to get a little more clever. Data released last week allows us to do just that.

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Boo-tiful!: 5 Clever Halloween Costumes for the Call Center

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BOO!5 Easy Halloween Costumes for the Call Center

Now that I’ve got your attention (and, assuming you speak ‘ghost’), allow me to continue: It’s Halloween.

Nerd alert: I am a grown adult, but Halloween is my most cherished holiday. I also happen to work in the customer service and experience space so, for the past few weeks, I’ve (of course) been ruminating on how to bring both of these aspects of my life together in perfect, haunted harmony. Then, as I sifted through a page called OnHoldWith.com, one littered with customer complaint Tweets from thousands of social media users, an idea came at me like (to quote Meatloaf) a bat out of hell: It’s time to get social this season.

As OnHoldWith.com demonstrates, and as customer service veterans can attest, social media is the modern soapbox upon which customers can dig in their heels and shout about sub-par or non-existent service to a far-reaching online audience. These digital digs can shake the foundations of a brand’s image, which is a serious business. As a result, customer support on social channels has quickly become a priority for service-centric brands. This is the most hip customer service has ever been.

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What’s Holding Back the Contact Center Industry?

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What's Holding Back the Contact Center IndustryContact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way.

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. While some are overhauling and optimizing their entire operations and adapting to the demands of modern consumers, there exist some (even those belonging to notable brands) that lag a step or two behind the speed of change. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times.

 

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