Customer service is a serious business.
We know this better than anyone else: On a daily basis, we witness our customers working tirelessly to provide exceptional journeys for their own customer base. They are able to achieve greatness because of one important thing: They take service seriously, and in the long-run, this worldview results in success. Today, we bring are pleased to present you with one particularly inspiring success story, featuring a Canadian HVAC, plumbing, and water-heating service provider (and beloved Fonolo customer): Reliance Home Comfort.
Trusted by 1.8 million homeowners and businesses, Reliance Home Comfort is one of Canada’s largest and full-service providers of heating, cooling, water heaters, water purification, plumbing, and protection plans.
Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by 
A recent report discussing the 
The philosophy “Keeping up with the Joneses” relates to the need to stay up-to-date with the latest trends and the greatest benchmarks. For customer service professionals, ‘the Joneses’ are your customers, your industry, and your competitors. With technology constantly evolving and consumer behaviour consistently on the prowl for change, the modern call center MUST keep up.
I think it’s fair to say that the busier you are, the higher the likelihood for error. When you’re managing and juggling more things than normal, mistakes are of course inevitable. Now let’s think about the environment of a call center. You can almost sum it up in one word – volatile. Unexpected peaks in call volume, workforce personnel constantly changing, fluctuations in consumer demands, and the list goes on. The contact center space is in a constant state of change and is expected to keep up every step of the way. But, just like anything else that’s full of activity, errors are bound to occur.
The 
In 2013, CCMC and NOVA1 Contact Centers conducted a 
The customer experience is integral to the success of any business, but with competition stacking up across every industry, improving CX has become more important today than ever before.
If you make a list of life’s most important lessons, odds are this one is near the top: “No matter how good you are at something, there’s always someone better“.
Increasingly, companies are recognizing the importance of customer service to their business. Once seen as just a “
