Have you heard this recording upon dialing up a company, usually for support or post sales related?   “Please go to our web site at www.donotcallme.com”.   This is followed by a nice pause, then proceeds to the phone menu.   That is not the actual web site of course, however it might as well be.  Don’t the … Read More »

IF MY CALL IS SO IMPORTANT, WHY DON’T YOU ANSWER IT?
How many times have all of us heard this recording?  “Your call is very important to us, so please hold on the line and the next available agent will take your call.”  My favorite adaption of this one is “We are experiencing higher than average … Read More »

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As the holiday shopping season revs into high gear, I’m still reminded of how far the contact center industry has to go.  Last week while at one of my clients, we found that they rarely, if ever, met their service level targets (100% in 180 seconds – dumb target to begin with!) on Mondays, and … Read More »

Chat is increasingly preferred among a rapidly growing segment of online consumers. This preference may be so significant in those segments that other traditional forms of communication are no longer a factor.
As consumers migrate online to manage their business transactions and decisions, the influence of chat on the customer experience will continue to increase. A … Read More »