Measuring Customer Service in Government

Measuring Customer Service in Government

The first post in this series discussed how government customer service is good governance. That begs the question — how do you define good customer service, particularly in the public sector? Both commercial and government organizations need to define and measure customer service. Unfortunately, there’s often a disconnect — the customer (or citizen) has a different perspective than Read More >

Share Button
 

Customer Service Just Got a Whole Lot More Interesting

Customer Service Just Got a Whole Lot More Interesting

Genesys yesterday announced its plans to acquire Angel, a leading provider of cloud-based self-service contact center solutions. This acquisition is significant to Genesys and infuses new capabilities, solutions and expertise. At the same time, this event is representative of some large shifts happening within the customer service marketplace, and within every company. Reading the tea leaves Read More >

Share Button
 

The Real Cost of the Broken Customer Service Chain

The Real Cost of the Broken Customer Service Chain

Most customer service and contact center software professionals are very familiar with the concept of First Contact Resolution (otherwise known as FCR) and how this process improves efficiency and creates a better customer experience. Some argue it’s the ‘holy grail’ of customer service. The idea is that it’s better to find the best resource the first time, Read More >

Share Button
 

Delighting Customers Isn’t What You Think…

For the sixteen years I’ve been working in and around the Customer Service business, I’d always bought into the notion that to delight customers was to win their loyalty. Year after year, conference after conference, company outing after company outing—some variation of the ‘we have to delight our customers to win their hearts and minds’ was Read More >

Share Button
 

Don’t Blame the Employees for Bad Customer Service

Don't Blame the Employees for Bad Customer Service

Why do employees often take the rap for bad customer experiences? We often hear: “They lack training.” “There is too much turn over; low pay means low motivation.” “We didn’t hire the right people, and they just don’t care.” This seems to indicate that with a little training and the right person, customer experience would be Read More >

Share Button
 

Three Secrets for Deploying a Social and Multichannel Cloud Contact Center

Three Secrets for Deploying a Social and Multichannel Cloud Contact Center

There is a fundamental shift underway in how consumers interact with businesses. According to research from Ovum on consumer preferences for customer service, the use of email, web chat, web self-service, social media, mobile and SMS for customer service have more than doubled in the past two years. And, they expect these conversations to continue, at the same Read More >

Share Button
 

Are You Playing the Victim or the Leader?

Are You Playing the Victim or the Leader?

There’s been a lot written about how we bring innovation into customer service. Much of that discussion centers on how a new mobile app or technology is going to change the way companies and customers engage. While I love to see these new demonstrations, I often find the people charged with delivering customer service have two fundamental Read More >

Share Button