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In: Covid-19, Customer Experience

The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for leaders of these organizations. In particular, there are three actions every customer operations leader must consider. The Employee Perspective Call centers in certain industries have been deemed “essential” by the Department of Homeland Security. Employees of these call centers are expected to risk their own health, and the health of their families, by coming to work. If the employees do not come to work, they may face repercussions, up to and including termination. This, at a time, when having health insurance is critical. Writer HamiltonRead More →

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In: Customer Experience

In most cases when I have to call a customer service or tech support department, I expect the worst…..long and confusing phone menus (cable TV), continual transfers to get you to the right person (banks), long wait times (the recording, “we are experiencing higher than average call volume”, is always on) and frustrating conversations with employees who may or may not have the appropriate training. But, I absolutely LOVE Go Daddy technical support. I store all of my domains with Go Daddy and use them for website and blog hosting. Because I use so many different services across numerous sites, I occasionally need help andRead More →