Subject:::Ridding the Contact Center of Bad Customer Interaction Habits - CUSTOMER
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CUSTOMER
CUSTOMER : 7/23/2014 eNewsletter
 

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There is a host of contact center research that reminds us what customers find most annoying. At the top of the list are rude or unhelpful agents. Following that is the need to repeat themselves over and over again after getting transferred around. Being given incorrect information is also a bit peeve, as is navigating through a frustrating or difficult-to-use interactive voice response (IVR) system.
When the idea of video interaction with customers in the call center first hit the trade press, many were doubtful. Why would customers and agents want to look at each other? With the wild success of Amazon's instant customer video help application, the Mayday button, no one is really asking that question anymore. Market research finds that more than 60 percent of human interactions are non-verbal, so the company that uses video to service its customers has an immediate advantage over those that don't.

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Customer satisfaction with online news and opinion websites, search sites, and social media isn't great, but it is getting better.
Ever see those commercials involving websites offering paid surveys? How such commercials will tell the viewer that companies value customer opinion and, as such, are willing to pay for it? It's actually somewhat true, as most anyone who's run a business knows, if the customers aren't happy, said customers aren't buying. But there are ways to take that customer opinion and make it even more valuable to a business' normal operations, as a recent study from Business 2 Community noted, and much of it comes down to simply a matter of how it is used.

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