Yikes! We Bought The Best to Improve Our Clients’ Experience… We Didn’t Want THAT to Happen!


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As you can imagine, with my customer service experience, I have worked with many call centers.  Many times front-line employees work there.  Once, while implementing a firm’s service strategy, I had employees from the call center call me to complain they were told to take their break 30 minutes after they arrived at ten o’clock in the morning, all in the name of good service!  Upon closer inspection I came to realize they had implemented a new scheduling system in the call center and as such, employees’ starting schedules and lunch hours were changing every day.  This caused employee morale issues which, in turn, negatively impacted the client experience, the very thing they were trying to improve! 

Call monitoring, call scheduling, telephone prompts, contact management and all the other call center technology can help deliver a better service experience.  However, the same technology can actually have a negative client impact when the needs of the employees aren’t balanced against the needs of the clients.  Take a look at the technology you have implemented and determine whether or not that technology is having the impact you desire.  If not, chances are you need to adjust the way you are using the technology and balance the needs of your employees and clients in order to deliver a truly exceptional client experience. 

Republished with author's permission from original post.


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