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About a month ago, after finishing my grocery shopping, I headed to the self-checkout lanes as I usually do. But they were cordoned off with yellow crime scene tape. I'm one of those people who generally prefers helping myself. Why waste time chatting with a cashier and watching someone bag your groceries when you can zip through by yourself (especially on those days when you're feeling like Oscar the Grouch). Having analyzed real customer feedback from the 2016 Professionalism Matters What Customers Really Want Survey, I've identified five TRAGIC Customer Service Mistakes too many companies are making. The contact center is far more than a bank of phones, manned by agents, primed and poised to provide exceptional service. There's a lot that goes into scheduling, coaching and providing said exceptional service. Workforce optimization is the silent straw that stirs the customer service drink, and this week DMG consulting LLC unveiled its 2016 WFO Mid-Year Market Share Report, which offered much in illuminating industry trends and crowned a clear market champion. Scouring the popular travel website to find the best place to stay in a particular destination is an interesting process. The marketing photos always depict beautiful environments that are never crowded in areas of a city that are close to all the desired activities. With everything presented as the same, how do you pick the one that is really the best? Can hotels create omni-channel customer engagement experiences to set themselves apart? Creating an omnichannel experience for the customer is a goal most marketers share. Delivering consistent branding and shopping experiences to consumers across platforms is bound to get them in the store and making purchases. Unfortunately, according to a new survey and report from Netsertive and the CMO Council, that's not actually the case. When a customer contacts a company, they seek something rather simple, satisfaction. Whether it's via social media, chat, self-service or the telephone, omni-channel customer engagement is mission critical in today's society and customers expect an exceptional service. Innovation has created an environment where providing omni-channel customer support is quickly becoming status quo.
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