Ok, so last time I wrote about how a retailer almost delivered a great customer experience and blew it at the last minute. This time I want to share a story that goes quite the other way.
"Missed it by that much”- Almost Great Customer Service
Ok, so with a couple of decades in the service business, I am supposed to be some sort of expert…. guru if you will in the do’s and don’ts of delivering a great customer experience. I may not be a guru, but I am rather hypersensitive to how companies deal with the needs of their most valuable assets…. their customers.
Love Coming to Work @C3Connect
When I started working at C3/CustomerContactChannels a little over a year ago I knew I was joining a great organization. I personally knew several members of the company management team and I knew they have been very successful in the past with other contact center companies that they had owned and managed. I got the chance to see this great organization in action on my first trip to our contact center in Salt Lake City, Utah where I met Kerry Carstairs, SVP of Global Operations, who was visiting the facility to meet with clients the next day.
Training Turns Customer Service Contact / Call Center Agents into Brand Advocates
You’ve decided to outsource your customer call center or contact operations. Are you confident your partner – or even the respondents to your RFP – are ready to be real partners in your effort? Are they prepared to become brand advocates indistinguishable from your own employees?
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