Top 5 contact center links: diagnosing lousy customer service

Spoken | August 9, 2016

Annoyed guy on phone Top five links for the week of September 6: diagnosing lousy customer service

Everyone seems to know bad customer service when they receive it. And consultants and trainers are constantly on call trying to prevent it. So why do call center agents continue to annoy, frustrate and generally anger callers? The truth is that lousy customer service from the call center requires more than a smile and a reminder to have a nice day.

This week, the blogosphere was full of cautions against bad service and the analytics to diagnose and cure it.

What are your thoughts? In a world in which most contact center employees want to do a good job, why is service so lousy?

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