Customer Survey Confirms Fears: Screw Up and They're Gone - CUSTOMER

CUSTOMER : 3/30/2015 eNewsletter   Latest Featured Articles » Customer Survey Confirms Fears: Screw Up and They're Gone It's a nagging feeling most contact center managers have, but are hesitant to voice: that is, if their people screw up even once, the customer will leave and never come back. Now new survey results show that might in fact be the case. » Avoiding the Mistakes of Weekend and After-Hours Customer Service While many organizations ostensibly provide seven day a week, 24 hour a day services, there is always a question of the quality of services being provided on weekends and during off-hours. » Is the Best in Customer Experience to be Found in Customer Autonomy? When most consider the idea of customer service, it often comes down to what the business can do for the customer. Are there enough agents in the call center to take calls? Are there enough means to get in contact with the business? These and a host of other questions combine to form a customer experience, but a recent look at the issue from WhaTech suggests that it may be just as worthwhile to allow the customer to help him- or herself. » JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. Top Stories » Customer Service Takes on New Life with zipLogix » Sparkcentral Spring '15 Edition Offers Improved Social Media Management » Transcosmos Opens Second Call Center in Bangkok » IZotope Appoints Three New Key Positions in Response to Growing Demand » RelayAccount's New Version Helps Online Patient Billing Featured Channels » Call Center Management » Workforce Management » Call Accounting Featured Resources » How to Improve Customer Response Time and Satisfaction By Integrating Unified Communications and Customer Service in the Cloud » Transform Your Business By Creating an Actionable Customer Journey Map Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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