Comments for Call Center Insights | A Blog by Inova Solutions

Comment on Know Your Customers by Joe McFadden

Joe McFadden — Mon, 07 May 2012 17:37:42 +0000

“sometimes customer service agents might just need to grin and bear it.”

We’re all human, and customer service agents are allowed to get ornery, but you just have to hold the comments back! You don’t know how much of an impact one snide remark will make or how it will snowball, especially when you’re dealing with a customer.

Comment on Using QR Codes for Customer Service by Todd D.

Todd D. — Thu, 19 Apr 2012 20:11:28 +0000

Integrating QR codes in everything is becoming a new essential. It helps the consumer because of the ease of access and helps the client due to the near limitless information that can be transmitted when assisting the consumer.

Comment on Customer Satisfaction Surveys Don’t Necessarily Tell All by Christian

Christian — Mon, 16 Apr 2012 17:43:40 +0000

There’s also a deluge of survey requests. It has gotten old really fast. You can’t even go grocery shopping anymore without the cashier circling the same old stuff.

Worse, when you actually do a have a few minutes to waste, the survey may be so involved, and often so poorly designed from the customers’ standpoint, you may tell yourself “never again”. If you have a complaint, it’s really the worst venue for a customer to actually have redress.

Customers don’t want to be numbers. They don’t appreciate the demands on their time with little or no obvious benefit to them. I’d wager to say that, like me, they may only fill out a review when they’re completely satisfied. If this situation doesn’t change soon, I predict responses will drop dramatically and like Detroit Big 3 automakers in the 70′s and 80′s, it may almost be insurmountable to bring customers back.

Comment on Using QR Codes for Customer Service by Lisa Bertram

Lisa Bertram — Fri, 30 Mar 2012 10:44:30 +0000

Great post, I think that so many businesses miss use QR codes and don’t utilise them to their full potential. Most users of QR codes would be tech savy so simply linking to a website isn’t really that exciting or compelling. Think outside of the box people.

Comment on Investing in Attitude by John (Vikas Sharma)

John (Vikas Sharma) — Fri, 23 Mar 2012 08:43:48 +0000

Employees training and efforts to improve the employee’s attitude makes a big difference. Employees can do well and persuade maximum prospects only if they get encouragement, polite advice to groom their attitude and good office environment. A employee will be engaged only if he gets attention, respect and support in the office.

Comment on Using QR Codes for Customer Service by Pete Guillot

Pete Guillot — Thu, 22 Mar 2012 13:39:23 +0000

Nice work Kelly. I didn’t realize all of the uses for QR codes. We use them at trade shows to connect to LinkedIn and website. I really like the idea of creating a live interaction with the call center.

Pete

Comment on Choosing the Right LCD for Your Contact Center by John (Vikas Sharma)

John (Vikas Sharma) — Thu, 22 Mar 2012 10:13:15 +0000

Thank you for giving suggestion. I would keep this in my mind for future.

Comment on Call Center Messaging Dos and Don’ts by alldayPA

alldayPA — Thu, 15 Mar 2012 09:24:01 +0000

Definitely personalise messages rather than sending to a number of groups. Agents definitely start to skim over them and then eventually disregard them completely. Good communication is so vital!

Comment on Call Center Messaging Dos and Don’ts by Joe McFadden

Joe McFadden — Wed, 14 Mar 2012 18:44:59 +0000

You make a good point about over-sending messages. Combine two or three short points into the same email. It’s less for your employees to sort through and it’s easier to keep track of information.

Comment on Integrating Customer Service by Joe McFadden

Joe McFadden — Thu, 05 Jan 2012 17:33:54 +0000

I definitely agree that integration makes for a much better customer experience. People don’t want to feel like they are getting “talked at” by a call center representative who is reading a script. Integration makes for a much more personal and streamlined experience.