Customer service and customer experience blog for call center professionals
Every time a customer comes in contact with your brand, whether it’s in-store or online, each interaction is a touch point that contributes to the customer experience. Consumers are demanding more, and their choices are ever expanding, which means that better service will lead to greater customer loyalty.
Here are 5 customer service mistakes that are negatively effecting your support operations.
Did you know that not all call-back solutions are created equally? If you’ve deployed virtual queuing in your contact center that has been bundled alongside a suite of other solutions, you’ve probably hit the rock bottom of call-back solutions. It’s true when they say you get what you pay for, and if an enterprise solution like call-backs comes free, it may actually hinder your customer experience rather than improve it. If you feel like your call-back solution isn’t really doing much to reduce caller abandonment, lower cost-per-call, boost agent morale or have your customers raving, you might want to dig into the root causes for this.
Let’s discuss 3 common instances that point to a failing call-back strategy: Continue reading
As we get deep into Q4, many companies are planning their budgets and priorities for 2017. If your call center is still putting callers on hold, let me spend a few minutes explaining why you should make call-backs a priority next year.
We all know how demanding consumers are today, especially when it comes to being on hold with a call center. (Don’t believe me? Go to onholdwith.com and check out the feed of complaint-tweets.) Luckily it’s never been easier to add call-backs to your call center.
Read on for 3 reasons to make call-backs a priority in your 2017 plan. Continue reading
![Who Are You #OnHoldWith? Top Twitter Complaints this Month [Infographic]](https://fonolo.com/wp-content/uploads/2016/07/Who-Are-You-OnHoldWith-Top-Twitter-Complaints-this-Month-Infographic.jpg "Who Are You #OnHoldWith? Top Twitter Complaints this Month [Infographic]")
It’s time for a mid-summer’s round up of the worst onholdwith.com offenders we’ve seen this month. At the beginning of 2016 we released the “Top 10 Twitter Complaints to Start the Year” and it looks like we still have some familiar faces on the list, as well as some new offenders to shake a finger at.
Brand new to this month’s list is: Citibank, who catapulted all the way up to number two! Purolator also out #failed UPS with hold-time this month – inching into the 8th spot – knocking UPS off the list (but we won’t count UPS out of our year-end offender list just yet). And – in a somewhat surprising turn – this month’s highest complaint holder was Southwest Airlines, who jumped from seventh place to first place. Southwest recently encountered massive flight delays and cancellations due to poor weather, which essentially created a customer service catastrophe. Maybe next time they should have call-backs on tap to avert this kind of crisis. Continue reading
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.
Luckily, these call center mistakes are common throughout the industry. So much so, that we can address them now and try to avoid them in the future. Here are five errors your contact center is making every day. Continue reading
