Many companies are continueing to invest millions of pounds on service delivery technologies/ platforms without consideration for Customer Satisfaction.

Within this industry billions is spent ensuring calls are delivered quickly and accuratly to the right place, however, often the end result being, the call is answered by a untrained, unmovitavted advisor. Therefore, the customer experience is ruined at the point where it is most critical.

Just wondered what your thoughts were on this subject.

Hi Arron,
I guess it is the type of business the Contact Centre supports. I've experienced Contact centres which would bill by the second but also promise and deliver excellent service. On the flip side, there are centers catering to basic queries, orders, etc which provide lousy service..A lot also depends on the management and its objectives (wanting to make some quick buck!!)
However, I do agree that the focus on statistics relating to answered %, abandonment rate, SL and response time objectives etc are more closely monitored and circulated...

Its really sad that companies invest Millions in CRM equipement while crucial aspect in CRM is Service with Smile and Positive attitude.

Regards
Kishore