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Poor Customer Service in the Contact Centre… It’s Nothing Personal!

Poor-Customer-Service-in-the-Contact-Centre-Its-Nothing-Personal

We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.

There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!

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Tomorrow’s shopping experience isn’t just coming… It might already be here

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When you think of a truly world-class shopping experience, what are the key elements that immediately spring to mind? For most of us, it's the personal touches… We're greeted by name by a familiar shopping assistant, who's already familiar with our preferences and purchasing habit. They'll guide us through the entire experience, offering advice and special offers throughout. Regardless of the actual quality of the product or service, it's these touches that will establish it as high-end in the minds of shoppers and encourage them to cultivate relationships with specific brands. It's a model that the world's most renowned retailers have cultivated for years.
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