Tag: IVR

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

If I were to take a survey of any random group of customers, there is no doubt that #1 on the list of major frustrations and aggravation is when a customer must call customer service to fix a problem or resolve an issue.  Blood pressure rises to the point of boiling too many times and …Continue Reading

Can you always believe the IVR message?

Can you always believe the IVR message?

Frequently, people ask me which companies have the best service.  I generally mention American Express as an example. They seem to hire the right people, train them appropriately and do not sound scripted. Although I check my online account a few different times during the month, I periodically call the toll free number with a …Continue Reading

Don’t Get Hung-up on Hold Times

Filed in Blog, Customer Service, Hospitality, Technology by on January 24, 2013 0 Comments
Don’t Get Hung-up on Hold Times

Whenever I hear contact center managers talk about excessive hold times in the queue, it makes me think of research our firm has conducted for one of our consumer product clients. The problem: As happens sometimes, the company had released several new brands and Marketing promoted them via an extensive advertising campaign. However, they failed …Continue Reading

Set Expectations – And Meet Or Exceed Them

Set Expectations – And Meet Or Exceed Them

I don’t understand why all automated response systems don’t provide the estimated hold time. If I really need an answer, I don’t mind waiting 5 or even 10 minutes in queue. Recently, while waiting on hold, my bank gave me a choice to wait or have the Contact Center call me back at my convenience. …Continue Reading

Why Have a Machine Answer Your Phone?

Why Have a Machine Answer Your Phone?

If someone takes the time to call your business, there is a reason why they dialed your number. They may want to find out about your current sale, your normal or holiday hours or need directions. If you have a business of any type, whether it is a hair salon, restaurant, law firm, dental office …Continue Reading