Did you know there is a National Customer Service Week? It was 1984 when the International Customer Service Association started Customer Service Week. For those not familiar with this celebration, the purpose of this week is to celebrate the importance of customer service and the people who serve and support customers on a daily basis.
At Five9 we believe customer service should be celebrated all year long! So, I decided to do some mystery calling to call centers over the past week. I called a Fortune 100 bank, a healthcare organization, a utilities company, and three Fortune 100 Telecommunications providers.
What did I learn? Most of these companies could do some fine tuning to their contact centers to improve customer service. Below are some contact center ailments I came across and some suggested tune-ups based on my eight years managing contact centers.
Your customers “hear” a lot more than you probably realize. Do some mystery calling yourself to see how your call center and agents are doing. It’s an eye opener and will help you improve customer service in your call center.
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