Calculating Customer Attrition Due to Poor Service
Poor customer service negatively impacts how your customers behave, in some cases causing customer attrition. A study from Accenture found that of those reporting the bad experience, 97% changed their future buying decisions, 58% stopped buying, 52% switched, and 52%...
The Power of One in a Contact Center
The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course...
Eliminate 5 Damaging Customer Service Frustrations
When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...
Stories from the Field: Give Your Forecast More Attention
I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became...