This highlight video is from October 30, 2009 session Why Changes in Customer Expectations are Wreaking Havoc on Contact Centers & Three Ways You Can Circumvent it!

Changes in customer expectations are wreaking havoc on contact centers in virtually every industry. Learn what is driving the changes in customer experience and, more importantly, learn what you can do to improve this experience, hold on to your customers, and maintain your brand in today’s challenging business climate.

Topics covered:

• The changing profile of today’s customers, what’s driving those changes, and how to manage their ramped-up expectations.
• Today’s customers are savvier, more emotional, and when they call into a customer service center, they’ve likely already tried to solve the problem themselves through online and other technology channels. So, at the point of the first contact with your customer service agent, they are likely to be frustrated, irritated, and potentially explosive. Also, customer experience is increasingly being shaped by other people’s experiences through social media, and the potential for damage to your brand is enormous.
• The pitfalls of off-shore customer service – and the potential benefits of near-shore customer service. Difficulties understanding and accent and cultural differences can fan the flames of customer dissatisfaction. Since customers are savvier today, they have higher expectations, and poor customer service from off-shore agents will leave them even more frustrated.
• How to develop your employees – both the front line agents and your leadership. The presentation discusses:
  • The types of skills and development that customer service agents need to succeed
  • The type of organizational structure needed to accomplish these changes
  • The peril of knowledge leaving with baby boomers and how this can be avoided
  • How to accommodate the different styles of learners. This is especially important with the younger generations – the Millenials and Generation Y – who were raised on video games and information on-demand.