Build a Better Business
Join our email list

This form does not yet contain any fields.
    Powered by...
    Powered by Squarespace
    « Altimeter’s Social Marketing Analytics Report is A Good Start but Stops Short | Main | Who owns the customer relationship? »

    Unleash the Creative Power of Your Call Center

    Ask most people what they think of their experience with the call center and the common answer will be "frustration." First they’re forced to wade through an automated system that impedes their ability to connect with a real person. And when customers do get to a real person, the customer experience is often less than satisfactory, even when their issue is resolved.

    It would be easy to blame the reps. But take a step back and ask yourself "how much of the service problem is systemic, resulting from managerial over-control of the customer engagement process?"


    This article is featured on Customer Management IQ. Click here to read it in its entirety.

    PrintView Printer Friendly Version

    EmailEmail Article to Friend

    Reader Comments

    There are no comments for this journal entry. To create a new comment, use the form below.
    Member Account Required
    Your comments are welcome! You just need a member account on this website in order to post comments so we can avoid nasty spammers. Log in to your account to enable posting.