It’s not just about catching people being naughty. It’s also not only about having proof that can be used in a legal capacity. It doesn’t have to be all about punishment. It may take a little more effort but quality monitoring can also be used for positive reinforcement.
For years, and I mean years, I have heard speakers at conferences and read books talking about shifting to a rewarding mentality in contact centers. Despite the prevalence of these resources, I still hear stories about punishing agents, training problems, and all of the negatives that are often involved in running a contact center. It [...]
Depending on the research report you read, chat looks to be the second most popular service communication channel, behind the ubiquitous telephone – and yes, ahead of email.
If that is the case, its no surprise that businesses are trying to figure out how to do chat well! Do I blend chat with my agents who also take phone calls? How many chats should an agent handle at once? What are the hiring criteria for a good chat agent? What tools do chat agents need in addition to what their phone counterparts have? What are the best KPIs to apply [...]
If you’ve followed my posts tracking my experience with Delta airlines (latest post, My Multichannel Customer Experience Part 3), you’ll know that the airline didn’t do too well relative to delivering a great customer experience. However, I think I might have been critical of Delta for the wrong reason. What I’ve now learned is, they’re not bad, they’re just slow!
All my comments about Delta not responding to my tweets, online posts, and phone calls were a bit premature. This weekend, I got two calls from the Delta customer care people following up on my complaint. I then received a [...]
How important is the ability to service and support your customers in a multichannel environment? Below are the results from a consumer survey that were reviewed during a recent Web event, Key 2014 Contact Center Trends and Priorities – How you can be ready. The results clearly show the value of a multichannel contact center. As an insurer, have you given consideration to offering multichannel service to your customers?
Please rate the value of each of the following being available for you to use when you are interacting with that company’s customer service or support:
(Results displayed include a response of ‘Extremely [...]
So here are the results of the last part of my experiment, which in case you missed the overview, is set up in my blog post from last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “complaint” interaction:
Phone: Let’s start with the phone, since it proved to be the most interesting. I called the phone number listed below the comment/complaint tag on the Delta website. The speech-driven interactive voice response (IVR) prompted [...]
Have you ever considered the emotional response of your customers during a customer service interaction? As both a customer and a customer experience practitioner, I thought I would share a recent experience from both perspectives. I’ve also included some tips for how the missteps that occurred during the scenario could have been prevented.
It was 10:35 p.m. on a Tuesday when I noticed a bill from my credit card company, which also happens to be my primary bank. I opened it to find that it never received my last payment and had assessed a late fee, an interest penalty and [...]
I outlined my experiment design in my post last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “compliment” interaction:
Email: Not offered on the Delta.com website
Webchat: Not offered on the Delta.com website
Online web form: The form was easy to find and had four demographic/ID questions and nine “tell us about your experience questions.” I filled out the form, listed the gate-agent by name, wrote a brief compliment and explanation about my [...]
I’d like to let you in on my planned, non-scientific experiment (no animals or humans will be injured J). I hope you’ll enjoy watching this unfold.
In early January I had one of the most challenging travel weeks that I’ve had in a long time. Snow, ice, cold, all contributed to a series of missed flights, reroutes, and lost luggage. Now mind you, I travel enough each year to go around the world around seven times. I’m a million-miler and proudly carry my Diamond Medallion card like a badge of honor. So, I’m no travel wimp!
During my January travel [...]
“Why I’ll never buy another piece of business software again.” Those are pretty bold words coming from any seasoned, time-tested, I-grew-up-in-a-server-room CIO or line of business owner. However, I’d propose that with the benefits and maturity of the cloud improving with every tick of my virtual atomic clock, that those are words we’ll be hearing more and more.
The cloud just makes so much sense for so many reasons:
Important business applications have all moved to the cloud and some of the best new ones are only available in the cloud. Flexibility is a “trade-up” for reduced control. Come on [...]
Two of my passions outside of work are baseball and ministry. Nine years ago these two worlds collided as a youth baseball ministry formed to train young athletes to lead and play differently than the example set for them in the media. Serving at the annual leadership and skills training camp has been one of the greatest joys in my life. Camp is one week away and I can’t wait!
I was just reading Joe Staples’ call to empower agents to deliver a great customer experience and it really struck a chord. Common sense but so uncommon in practice.