I spent most of my morning swimming through the Contact Center of a retailer that will remain anonymous. I went through a myriad of different customer service agents answering questions that really had very little to do with what I needed, and re-telling my story each time.
Believe me I’m sympathetic to these folks. Having to satisfy every cabin fevered customer during the pandemic and do it in such a way to leave them smiling. But you could tell they were reaching the end of their own ropes.
So many opportunities exist with the current contact center operations:
- Having to repeat your story…oops I already said that
- Continuous transfers because the current agent can’t answer my question
- No understanding of unique situations or customized answers
- Agents trying to sell me something or worse selling themselves for the dreaded after call survey
- And don’t forget the ever present 2 minute holds while I check on some information
Back in the early 2000’s when I had some call center responsibilities roughly 15% of inbound calls were abandoned do to lack of patience and frustration.
Customers want HIGH DEF Service and companies want low cost alternatives.
One time as I was on hold I started the typical Google search about how the contact center could be improved. Look at what popped up on my screen…
Now I know what I’m doing tomorrow afternoon!!
Register for this webinar here and join me to see how the world of the contact center is changing!!
See you there!