Raising The Bar On CRM Standards: Driving Toward A Customer-Centric Call Center And CRM Financial Strategy

摘要

You've been on hold for 20 minutes. It's not the first time you've called this company's contact center. You've keyed in your account number via a maze of IVR menus, none of which sounded like what you needed. You tried to use the speech recognition feature, but it did not recognize anything you said. Frustrated, you hit "0" for an agent. The recording alerts you to long wait times. You finally get an agent and they ask you for your account number. You wonder why, since you just punched it into the key pad. You've called six times before, but previous calls aren't logged into the system. You explain the situation AGAIN. There is a long pause. The agent says something you can't understand. When you question it, he gets rude. You ask to speak to a supervisor and he says none are available. At a cocktail party later that night, you tell 20 of your closest friends about your customer experience and they all agree never to buy from that company again.