Imagine how happy a mobile service provider (MSP) would be if instead of a customer calling in to complain “I’m having trouble with YouTube” they simply said “The video queuing mechanism on server SW-304 is overloaded.” The company could just fix the problem instead of transferring the call to an engineer to manually sort through the hundreds of possible factors that degrade service – all while the caller waits for an answer.
OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. And when I need to talk to an agent, he or she already has some of my basic information. Right? Well, sometimes.
Are you including love in your customer lexicon? If not, maybe it’s time you started to. I just returned from Genesys G-Force in Boca Raton, FL. Once again, the Genesys team produced an excellent event …
Among many reasons we’ve been growing is the critical value we provide to our customers. When we are out talking with customers who typically provide voice and data solutions to their clients, we continue to hear more than ever that there is an increasing demand for a great customer experience – and customers become very vocal when they don’t get it. Social media just underscores the immediacy of that criticism and the large impact a complaint can have in a very short amount of time.
The package leverages the company’s extensive technical, industry and solution expertise to transform data into key metrics and intelligence that deliver significant value for companies looking to provide a better user experience, communicate more efficiently, find new opportunities to profit and realize the full value of their technology investments.