Social Media can impact the contact center in many ways. Are your call center agents prepared to handle the first contact resolution issues?
This white paper is a tool to be used to equip leaders to experience social media success in contact centers by providing the insights necessary to use the contact center to effectively combat the effects of social media terrorism.
In this white paper gives you access to statistics, case studies, and findings from those that have learned […]
Many businesses rely on a contact center for the majority of the interactions with their customers but when it’s an after-thought in the company it crushes contact center potential. How do you improve the position of importance of the contact center to the company in general? It is common for contact center management to be […]
“This call may be monitored or recorded for quality assurance purposes.” Every time you hear this don’t you want to tell that automated message: “and I will be monitoring this call for quality purposes too”? Don’t lie, you know you do it. Let it be known, your customers are doing this […]
We live in a fickle and demanding world where customers have little loyalty to us but they expect a lifetime of guarantee on the item they purchased, no matter how small. If customers don’t get an immediate response or don’t get what they feel is due to them they can tweet about it, Facebook it, share it with their Google+ circles and about 900 other different ways. It’s kind of scary when you think about it, isn’t it? It’s downright terrifying for call center agents just trying to do their jobs.
We’ve written extensively about the pros and cons of social media customer service. On one hand it can augment the customer experience, offloading some of the common service/support questions that clog your call center by having those questions answered online. Conversely, many ‘terrorist-like’ customers gain quick fame using social media to get attention when their unrealistic customer experience expectations were not met.
Regardless of what side of the fence you’re on, time is wasted when you “chase the smoke” on social media and get caught up responding to the individual catty comments instead of focusing on the larger conversation. We’ve gathered some of our top stories discussing the pros and cons of social media customer service for you to decide for yourself. Do you have an interesting social customer experience story to share with me? Tweet me @jodiemonger! […]
Sometimes it’s good to take a break from the serious, so let’s look back at some of our funniest stories. Wild, 10+ hour customer experience calls, dissatisfied customers completely destroying brick-and-mortar stores, customer service terrorists going on multi-social channel rants — these are just some of our most shockingly true and amusing stories, and we […]
I was asking myself these questions as I read about Target Corporation opening stores on Thanksgiving evening instead of Friday morning. Then, I started to think about my years in the contact center industry (and one contact center I worked in) and how over the past few decades the hours of operation have continued to increase. First it was a longer work day, then it was a half-day on Saturday, then it was all-day Saturday, and half-day on Sunday, and finally 7 days a week. […]
Look how calmly this guys destroys this store. It took place in Manchester, England, when a T-Mobile customer learned he would not get a refund. He chose not to take his case to social media, instead he destroyed the store and used a fire extinguisher to spray the place.
I do not condone this behavior at all. Although, there have been a […]
We live in an age of instant gratification and that most definitely applies to customer service. We expect good service when and how we want it, 24/7. An immediate tweet back. A fellow Facebook fan sending across a helpful link. We have gotten used to speed and come to expect it, nay demand it, sometimes at the expense of good, complete customer service. In a nutshell, we in the customer service business have created a monster that is scary (and hiding under our beds!). […]
Everyone is abuzz over the ‘new’ Big Data trend and while most companies are floundering to analyze the data they already have, not to mention the data they have yet to capture, some big brands are setting the bar of customer analytics excellence pretty high.
So what are these brands doing right? Have they identified the […]
In business we frequently see a very reactive approach when it comes to customer complaints or comments. If someone tweets something about a product problem you may tweet them back to try and resolve it on a singular level. But shouldn’t you proactively tweet out a solution to your followers that may be experiencing the same issue but haven’t yet come to you with their comments?
Have you seen the proactive push versus the reaction to customer comments? Think about the mega super store that had a typo in the discount of their weekly coupon. They of course realized the mistake as soon as the coupon was printed in the paper because angry customers were calling the company’s call center to say that they were turned away.
Do damage control with those calling, of course, but it doesn’t end with instructing your agents about how to handle the affected callers. Take the negative customer sentiment and be proactive with a strategy to generate positive sentiment. Alert the frequent shoppers of the company with an email about the error, tweet about the issue and push the explanation and resolution out through social media channels. […]