The Best Service is No Service

Because every contact center collects agent notes, stores e-mail or Web chat threads, and records phone calls, there is a huge potential gold mine of “listening data” already available. A range of text and speech analysis tools (many of which were developed in response to security agencies’ need to tap phone calls and monitor huge quantities of data) exist to enable the capture of valuable information

FIGURE 7.1: TWO LEVELS OF LISTENING AND RESPONSE

staff are not able to deliver service in the way customers want because they do not feel empowered to do so. This lack of empowerment can take many forms: either the staff believe they are not empowered, or the rules, policies, and processes may dictate that staff cannot deliver the service the way customers want. We will consider each issue in turn