SwitchHack
Customer service is defined by the activities that support the delivery of a product or core service. It’s the way a brand meets its customers’ needs via various different channels such as the telephone or the Internet.
Today, many organisations outsource their customer services to third party call centres. Often this is done to improve customer service. Often it’s done purely to reduce costs.
Whatever the case, call centres are on the frontline of customer service, so the quality of experience they provide, their professionalism and the communications channels they use all play a critical role in ensuring that brands meet customers in the best way possible.
We all know the difference between good and bad customer service through our private experiences. We shake our heads in total disbelief at the appallingly unprofessional hogwash often dished out by offshore call centres in the names of big blue chip brands and labelled ‘service’. Yet often when we ourselves cross the divide from customer to supplier, we forget how fragile the relationship can be.
SwitchHack examines new ideas, new technologies and new services that can improve call centre performance and also documents personal experiences and thoughts about the call centre industry and how service levels can be improved.
SwitchHack is the blog of Neville Upton, the founder of The Listening Company and it expresses his personal views.
