News: Customer Service/Care
Sector trends 'could lead to more customer service training'
04 February 2009
Firms are increasingly looking at improving the level of consumer care they provide with their existing resources, which could include offering customer service training, an expert asserts.
Charlie Isaacs, the chief customer officer of call centre software developer KANA, tells technology magazine TMCnet that the sector is becoming increasingly decentralised and flexible.
He says a higher proportion of forward-facing staff will become home-based as digital developments improve, indicating this will require changes to the agent model.
"Customers themselves are changing: rising expectations, new patterns of mobility, a new generation with a new culture," he claims.
This will also increase the importance of providing a strong level of customer service, as mobile technologies such as Twitter and blogs increase the ability of dissatisfied users to spread this information, Mr Isaacs tells the news provider.
He states: "When customer service breaks down, the repercussions are visible to a much wider audience."
A consultation being held by the Gamestation arm of GAME includes proposed increases to training in areas such as customer service, as the firm believes investment in employees will increase its performance.
