CRM Buyer Talkback

Re: Don't Trade Customer Satisfaction for Call Center Efficiency
Posted by: Francis Carden 2009-07-26 10:08:25

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Increasing contact center efficiency has always been a clear path to cutting costs, regardless of economic conditions. Increasing productivity and doing more with existing resources are now more important than ever, but cutting call center costs does not have to result in poorer customer service. Unfortunately, many contact center professionals in the trenches believe that delivering a truly superior customer experience comes with too high a price tag, particularly against the backdrop of a global recession.

Right on Target
Posted by: DHarlow 2009-07-31 15:04:11 In reply to: Francis Carden

Its amazing to me how often people don't realize the cost of poor customer service. I recently had to deal with one company on the phone over several days. It was amazing how often I had to give them information I had already provided because "someone had not entered it corretly." CRMs and other data management systems go along way in creating a better user experience.