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?"

 

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Rackspace Email – Integrating customer service & interaction via multi-channels

Bob Warfield recently wrote a article on the need to integrate Customer Service and customer interaction.  Additionally, he also pointed towards the very real possibility of how sometimes being too social can be the wrong move for a company.

Bob’s observation highlights the customer service challenge of finding the right mix between offering self-service options mixed with help from real people via phone and via also social media channels.  It’s about providing service in ways customers want and need.

Circling around all this social challenge, companies also still need to be cost-effective in managing their businesses.

Break it down and the challenge is about finding a balance between business need and user/customer needs.  That’s a driving motivator behind whole Social CRM movement.

Rackspace Email (formerly Mailtrust) is an excellent example of a company who is successfully hurdling the challenge as they offer excellent service delivered by a variety of avenues.

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