Today’s buzz: Who’s minding your call center right now? You’d better know who. Because they alone are responsible for the instant opinion a caller forms about your entire company. Are your agents generating rolls of thunder or applause for you? The experts speak.
Dennis Goodheart, IP Network Consulting: “You can fool some of the people all the time, and all the people some of the time, but you cannot fool all the people all the time.” (Abraham Lincoln)
Neal Shact, CommuniTech: “The customer experience is an increasingly critical marketing battleground and the contact center sits dead-center. It’s the ‘face’ your customers see. A great experience with intimacy and personalized service builds customer loyalty and repeat business; if not, hope it doesn’t go viral like United Airlines found out with the video United Breaks Guitars (12.75M+ hits).”
Jim Goldfinger, SAP: “Just because it’s usable, doesn’t mean it’s useful.”
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