Smart Call #43 — Exposing your queue to customers
December 5th, 2008Can you imagine letting your customers know your current time-to-answer statistics before they call? Would you do it if time-to-answer was 20 minutes?
Adelaide Internet Service Provider Internode has done just that. Click here and you’ll see the data the company offers its customers.
Of course those statistics can also be seen by Internode’s prospects … and competitors.
Simon Hackett, the company’s Managing Director, is our feature interviewee on Smart Call this week and explains why he decided to make this data public and what he hopes it will achieve for the company.
We also have a sponsor interview this week, with Daryl Addington, Manager of Product Marketing at Genesys who asks if your contact centre is getting in the way of the customer experience.
On this week’s show:
- The latest Australian government move to improve customer service in the telecommunications industry.
- New data on the size of the Philippines’ contact centre industry
- Internode’s Simon Hackett on exposing contact centre queue data
- Daryl Addington from Genesys explores best practise in the contact centre
And don’t forget the webinar we recently conducted with sponsor Citrix Online. The webinar covered remote support and you can watch a video of the show by clicking here.
Big thanks too, to founding Sponsor NSC and Supporter Call Design.
