Igor Sarenac, vice president, communications worldwide for outsourced call centre operator, Convergys contends that the industry, globally is moving away from measuring - and trying to increase - customer satisfaction as a key metric of customer service performance towards trying to reduce customer effort.
I am involved in a big project with an opening of a call center for a company that I work in. The situation is the following: I have to implement a call center for customer care for the company's services in order to improve the company's services.
A year after he launched the ACMA's 'Reconnecting the Customer' enquiry into customer service in the telecommunications industry, ACMA chairman, Chris Chapman, has signalled strongly that the outcome will be tougher regulation, as he continues to pan the industry's customer service standards.
Written by: Stuart Corner | Published in: StrategyThe growth on online channels for customer action is dramatically changing the balance of power between companies and their customers: managing the 'customer experience' is becoming a top priority.
As a solution provider, you live and die by the quality of your customer service. But even solution providers need to be reminded that it takes just one bad customer experience for your company’s reputation to be tarnished and dragged through the mud.
The telco industry has got its first taste of tighter regulation, threatened by the ACMA as the result of its 'Reconnecting the Customer' enquiry into telecommunications customer service, with the introduction of a regime that will impose fines for failure to meet customer service timeframes.