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Are Customer Satisfaction Surveys Annoying Your Customers?

Customer Satisfaction Surveys are a familiar concept to everyone working in customer service – in their simplest form, at the end of an interaction with a business, customers rate the quality of the service they received.   This data is a goldmine of insight. Voice of the Customer (VoC) information is arguably the most important information there is in assessing the effectiveness of the service…

Call Center Customer Service Practices That Need to Die

Customer Service 15 min read

Call centers have a dark history. From being labeled “Electronic Sweatshops” to being compared to sophisticated prisons, call centers have suffered from stigma for decades – and some may argue, rightly so. Development of technology through the 1960s and 70s meant call centers were transformed into places where managers could see, hear, and control every aspect of their staff’s work. Calls were recorded, handle times…

Amazon, Wholefoods and the Future Of Human-Led Customer Service

Customer Service 6 min read

Last week’s announcement that Amazon is taking over Wholefoods has sent shockwaves through the retail community, with experts predicting major changes in the way grocery chains run and operate. Markets reacted immediately with stock prices for major players like Target and Walmart being hit significantly. Plummeting stocks reflect the belief that this takeover will spell disaster for established grocery brands, and signal a period of disruptive…