Contact Center and Customer Service

There's no argument to defend the reality that complex IVR menus can frustrate callers. Where IVR menus are structured to organize customer requests and put customer service back in the hands of the customers, the complex hierarchy of menus can make someone regret using your company. In the initial days of IVR, there was an accepted assumption that the faster a caller is able to speak with a live agent, the higher their satisfaction level with the overall experience will be. However, recent surveys and studies have shown that regardless of whether the customer is serviced by a live agent, a speech recognition engine based virtual agent, or through self service; what is important is that actual delivery of the service request is fast and efficient. 

Is Apple customer-centric?

I notice that I and You often talk about and collapse customer service, customer experience, customer loyalty and customer-centricity.  Should we?  How are these related?  What is the distinguishing feature of customer centricity?  Apple – is Apple customer-centric?  Come walk with me and lets’ use our imaginations to conduct an experiment.

This isn’t just examples of customer service; this is great examples of customer service techniques you can use to decrease costs, and better satisfy your customers.

Believe it or not, a business actually has many different examples to choose from when it comes to implementing a customer service process (also known as a customer relationship management process).  The technique you choose should be dependent on who your target market is, the product/service you’re offering, and mostly just…how your customers like to be handled.

One the reasons the world of enterprise software is so interesting is that it is continually evolving. This quote from Box.com CEO Aaron Levie communicates this point quite eloquently: “Almost everything about this category—from how software is built to who’s buying it—is undergoing massive change, and many longstanding assumptions no longer apply.”

Most of us are involved in some form of business acquisition for our respective companies. We all know that winning business often requires a significant investment in time, resources and energy and that the thrill of the chase is an exciting one. Isn’t it a shame that sometimes the customer, who you worked so hard to win, cancels the order during the initial stages because someone somewhere has let them down?