Dovetail Software Blogs

"Evolution appears to have come to the contact center business, driven by the popularity of social networking sites which have been tapped by enterprises for various marketing purposes. As a result, many companies are now thinking of ways to connect their key customer service resource--the contact center--to social networks, according to online research firm Datamonitor."

"QCS is something that is really great or it doesn’t seem to exist at all. It is more than the greeter at the main entrance, or the halfhearted, 'Thank you for shopping at ...' QCS stands for Quality Customer Service. It is the one thing that has a good chance of pulling us out of our economic slump, recession or whatever the current buzz-phrase is."

"The recession, it turns out, is good for customer service. Consumers believe that they are getting better service than they used to from customer-support centers. But it turns out that outsourced call centers may be costing companies more than they think, and the third annual study of customer satisfaction with contact centers reports that customers 'are nearly twice as likely to recommend the company to others if they think the contact center is in the U.S., while they are three times more likely to defect if they believe it is based offshore,' reports the Contact Center Satisfaction Index. (The index is created by CFI Group, which uses the University of Michigan's American Customer Satisfaction Index.)"

"In our annual round-up of call centre websites we have scouted round to find the best websites to find help and advice to improve your contact centre."

"'The ROI on Customer Feedback: Why it Pays to Listen to the Voice of the Customer,' categorized organizations based on their use of customer feedback in relation customer problem resolution, customer satisfaction, customer retention and customer advocacy. [...] Best-in-class companies, who are twice as likely as the other companies to have an established process to track customer feedback across all departments, were 18 times more likely to increase customer satisfaction and 44.5 times more likely to increase customer retention, according to a study of 150 companies by Empathica, a provider of customer experience management programs, and Aberdeen Group."

"A survey conducted by a client of mine, a large phone company, revealed that 94% of customers were 'completely satisfied' with their experience. However, in a separate, concurrent survey conducted by the same company, 30% of customers claimed that given the option, they would switch to a new provider. The former survey indicated only 6% of their entire customer base is less than completely satisfied. Assuming those 6% were among those who would switch, at least 24% of their customers who claimed complete satisfaction felt no loyalty to the company."