Anticipatory
IPI’s Head of Consulting shares his advice for achieving great customer service:
As a society, we’ve never been more stressed, anxious and lacking in free time. We’ve also never had more ways of expressing our dissatisfaction.
Therefore, for many it still rings true that the best customer service is when you don’t need to contact a company at all because everything runs smoothly, and they’ve anticipated your needs.
There are a few tools to help you get ahead of the game. From the customers that do contact you, make use of analytics tools to understand in real time why customers are calling and do something about it.
With this capability, your contact centre can highlight internal training issues, broken processes and service interruptions.
For more information, please contact us.
This article originally appeared on Call Centre Helper where you can read other experts advice to achieve great customer service.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
