Monthly Archive for April, 2009

Webinar: TuVox and Forrester

Published
by
Nick Ezzo
on April 27, 2009
in Cost Savings, call center automation and how-to's
. 0 Comments

5 Ways To Stop The Flow Of Money Out Of Your Contact Center

Featuring:

  • Elizabeth Herrell, Forrester Analyst
  • Steve Pollock, TuVox Founder

The current economic situation has put an unprecedented strain on contact centers.

Revenues and budgets are down, but customers still keep calling. How can today’s contact centers get out of this trap?

Sign Up for the live webcast on April 28th.

In this webinar, you’ll learn:

  • How to dramatically reduce service costs without compromising quality
  • How next-generation IVR has changed the way customers are engaged
  • New market research and customer service techniques
  • 5 Methods for stopping the flow of money out of your contact center

Sign up now!

NPR Jumps Into ‘Customer Rage’ Debate

Published
by
Nick Ezzo
on April 3, 2009
in caller experience and press coverage
. 1 Comment
Free Press/Simon & Schuster, Inc.

There was a really great segment of NPR’s Talk of the Nation called ‘Your Call Is (Not That) Important To Us‘ (March 31, 2009).

For her new book, author Emily Yellin did extensive research around the concept of “customer rage” and found a way to to quantify the exasperation we feel when we call into contact centers.  For example:

  • 70% of callers feel rage
  • 28% yell at the customer service rep
  • 8% curse at the customer service rep
  • 15% want revenge
  • 1% actually get revenge

Despite all of this hostility, the segment ends on an upbeat note:

Fortunately, Yellin thinks it’s possible things will improve. She concludes that thanks to the Internet and global competition, companies are going to have to take their customers’ needs more seriously.

Let’s hope so!