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We live in a very fast-paced environment so the call
center may be looked upon as a boon for modern day
living. By that I mean in its base form you call some
faceless person and they deal with your problem.
Now, in its most simplistic form, this would seem
terrific. Imagine your washing machine breaks down,
you call a number, without knowing it you are
transferred to a call center. The person takes down
your information and hopefully everything is OK.
Next call please!
Let's take a step back. Most major companies use
call centers now. I understand they are cost-
effective and the shareholders of that company like
it because the "efficiency" is up simply because
company phone lines are not clogged up with
customer service issues.
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What exactly is a "super empowered angry customer"
and why should every call center in America be
worried? We're taking a special look at the changing
dynamics of the customer experience this month in
the Call Center Magazine blog.
How do we define a Super Empowered Angry
Customer? I count three criteria that qualify someone
as part of this elite group:
1. They've dealt with you and come away dissatisfied. This doesn't mean they've come away from the call center dissatisfied. In fact, they may never have called you - they may have come away from a store, a rebate experience, a delivery experience, any of many types of interactions - and found it wanting. 2. At the same time, they are personally motivated to spread the word about their dissatisfaction. To friends, family, co-workers, anyone who will listen. 3. And they have access to platforms that amplify the noise of their dissatisfaction beyond traditional boundaries. |
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Join us at Call Center Demo & Conference Miami on
February 21-23, 2007 at the Hyatt Regency Miami
Hotel, Miami, Florida.
$200 Early Bird savings through January 5th!
For event details, or to register, click here.
There is no better place to get expert education on
best practices for your call center!
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CallCenterCafe.com
email:
staff@callcentercafe.com
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