Financial Services Industry
Industry: Email Alert RSS Feed'Bots' Support Customer Service.(Brief Article)
National Underwriter Property & Casualty-Risk & Benefits Management, October, 2000 by SEOL, KAP SU
Raise your hand if you have never received a customer corn plaint about getting the runaround from your call center. Chances are, very few hands are in the air at this moment. Problems seem to have become an unavoidable but unbearable routine for call-center callers these days. "I would say the number-one source of customer complaints is that they can't get a live person to talk to when they want to," said Linda Harden, chief operating officer of Incoming Galls Management Institute, an Annapolis, Md.-based provider of education programs and resources for call center management professionals.
Customers demands sometimes surpass what the computer telephony integration (CTI) system can do. At times callers have questions that do not fall into any category of...
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