One of the blogs I regularly read posted a A Toast to CSRs! It’s great!
I’ll also add to the toast:

Who understand the business goals and work to further themselves, the customers and the business at the same time.
Who understand that the customer is not personally annoyed with them and is able to find the […]

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I just recently set up “Google Alerts” for some settings and it’s proven to return some very amusing stories/anectodes/information.  Most of it isn’t very useful, but comic relief is extremely important as well.  Without further ado,  retrieved from AsakaX World, here are some alleged:
Actual call centre conversations
Customer: ‘I’ve been ringing 0800 2100 for two days […]

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At first, I thought it was an April Fool’s joke, but after reading a bit more into it and seeing all the various press releases, this is either real or a very elaborate, time consuming and possibly costly joke — I’m inclined to say that it is real, so here goes nothing! I’ll retract if […]

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I have no idea how many of these are real or fake, but … I felt they were appropriate for an April Fool’s day posting. Most are related to some level of customer service, but they do not paint us in a very good light! 
From: The Dragonfly Experiment blog (I don’t read this blog normally, but someone sent […]

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Yesterday, a contact of mine from an “addiction treatment, publishing, education, research, and recovery support” contact center, asked me a question.  I didn’t have an answer for her since I’d never dealt with headset problems or complaints in the past, but she was able to eventually get the information she needed. 
Her question was:
I am wondering if […]

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I’m posting this one out of the standard “weekly” list because the Service Untitled blog wrote about it yesterday. I read it and was stunned.
First, what is a positive escalation? “Positive escalations are situations in which a customer asks to speak to a manger because of a particularly good experience.”
Great. We have a baseline now.  […]

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This FREE offer goes out to anyone who has a group that is related to contact centers — this can be clients of your consulting company, readers of your blog, employees in your company, or any other group you can think of.
Sign up for an account on the C3OC Contact Center Discussions and Networking Forums and […]

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As I’ve said, I sometimes wander around and try to find new blogs that are interesting. A recent blog that I’ve found is Tom Vander Well’s QA QNA blog about Call Center’s and Quality.  He posted his “top 10″ blog postings, so I may be going down some of them and making comments … the first […]

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