Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away. If, as has been reported, 65% of your business comes from current customers, then in order to stay in business, you best focus on winning the satisfaction and loyalty of those customers.
The contact center is still the most common way that customers get in touch with businesses. In fact, Gartner reports 92% of all contact is through the center. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little consideration has been directed to handling the human part of the equationtraining Customer and Technical Service Representatives to field more than just telephone communications. With the explosion of e-commerce, the need to reinforce keeping the human element in the equation is paramount.
Twenty five years from now customers will still be human beings, still be driven by desires and needs. Virtual environments do not create virtual customers. Except for the simplest transactions, some customers still need to be connected with and nurtured by a live person. Amazon.com has learned this. They employ hundreds of traditional customer service representatives using phone lines to help customers with questions that cannot be dealt with online.
Pages: 1 2 3 4 5
You might be interested in these entries too:
Prudential is recognized as a leading provider of excellent customer service and efficient operations. Patrice Kelly Ellis, senior vice president for Client Services at Prudential will provide insight on how...
DALBAR today released the 2006 winners of its annual Customer Service Awards. For more than a decade, DALBAR has conducted rigorous testing of service delivery and, each year, identifies those...
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away. If, as has been reported, 65% of your business comes from current customers, then in order to stay in business, you best focus on winning the satisfaction and loyalty of those customers.
The contact center is still the most common way that customers get in touch with businesses. In fact, Gartner reports 92% of all contact is through the center. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little consideration has been directed to handling the human part of the equationtraining Customer and Technical Service Representatives to field more than just telephone communications. With the explosion of e-commerce, the need to reinforce keeping the human element in the equation is paramount.
Twenty five years from now customers will still be human beings, still be driven by desires and needs. Virtual environments do not create virtual customers. Except for the simplest transactions, some customers still need to be connected with and nurtured by a live person. Amazon.com has learned this. They employ hundreds of traditional customer service representatives using phone lines to help customers with questions that cannot be dealt with online.
Pages: 1 2 3 4 5
You might be interested in these entries too:
Prudential is recognized as a leading provider of excellent customer service and efficient operations. Patrice Kelly Ellis, senior vice president for Client Services at Prudential will provide insight on how...
DALBAR today released the 2006 winners of its annual Customer Service Awards. For more than a decade, DALBAR has conducted rigorous testing of service delivery and, each year, identifies those...
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away. If, as has been reported, 65% of your business comes from current customers, then in order to stay in business, you best focus on winning the satisfaction and loyalty of those customers.
The contact center is still the most common way that customers get in touch with businesses. In fact, Gartner reports 92% of all contact is through the center. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little consideration has been directed to handling the human part of the equationtraining Customer and Technical Service Representatives to field more than just telephone communications. With the explosion of e-commerce, the need to reinforce keeping the human element in the equation is paramount.
Twenty five years from now customers will still be human beings, still be driven by desires and needs. Virtual environments do not create virtual customers. Except for the simplest transactions, some customers still need to be connected with and nurtured by a live person. Amazon.com has learned this. They employ hundreds of traditional customer service representatives using phone lines to help customers with questions that cannot be dealt with online.
Pages: 1 2 3 4 5
You might be interested in these entries too:
Prudential is recognized as a leading provider of excellent customer service and efficient operations. Patrice Kelly Ellis, senior vice president for Client Services at Prudential will provide insight on how...
DALBAR today released the 2006 winners of its annual Customer Service Awards. For more than a decade, DALBAR has conducted rigorous testing of service delivery and, each year, identifies those...
Responses to 'Customer Service And The Human Experience'