Mar 06 2017 The Veterans Administration Has Given Us Another Lesson In Bad Customer Service
Once again the Veterans Administration has come under fire for its mistreatment of veterans that have sacrificed so much for our country and our citizens. In the latest VA debacle, an army veteran set up a camera and a speakerphone and recorded his futile attempts to make a doctor’s appointment at his VA clinic in Bedford, Massachusetts. His video illustrates how poorly […]
Read MoreFeb 23 2017 Is Your Contact Center IVR Not Delivering The ROI You Expected?
Stop me if you’ve heard this one before. A manager named Molly has been putting on a big show of the significant investments she’s making in her contact center’s IVR and agent systems. She states with a glint of triumph in her eye, “We’re going to save money, and we have automation to thank for it!” But behind […]
Read MoreFeb 17 2017 Customers Don’t Want To Be “Happy,” They Want You To Reduce Their Effort
It seems like everywhere I turn these days, someone is trying to help me unlock the door to finding happiness with a book, seminar, inspirational quote or a cheeseburger. It makes sense. For the vast majority of people, achieving genuine happiness in their lives is one of their primary goals. But for customers who are calling […]
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