Tag: Customer Experience

This customer recorded his call into a cable company. I listened. What I heard made me say wow. Just wow.

So this call was bad. Really bad. All the customer, Ryan Block, wanted was to cancel his Comcast service. Ryan shared 8 minutes of the call on Sound Cloud for all of the Internet world to hear. My favorite phrase from the call is, “Help me understand why you don’t want faster Internet?” I’m still laughing!

Listen to this nightmare of a customer service call and then be thankful that you train and monitor your employees. You do train and monitor your employees, right?

Ryan Block, the customer

How to Forecast Call Volume In a Small Call Center Like A Pro….Without Spending a Dime On Software

Man with afro hairstyle working at his desk

I’m working with a small call center in a large city-county library system. One of my main focuses for this library system is to improve the overall efficiency of the call center and to drastically improve the customer experience that is delivered through the call center. One of my recommendations for improvement in this contact center is for my client to begin using a tool to help the library forecast call volume and to use this projection data to better schedule for coverage.