“Would You Like Some Fries with That?” Goes Long Distance

Call Centers are becoming a larger and larger part of business and our everyday lives. Alert reader, David Eick, sent me an article from the New York Times which reports that fast food restaurants are now beginning to take drive-thru orders in contact centers hundreds, even thousands of miles away. It’s more evidence that the service skills employed by Customer Service Representatives (CSRs) in call centers will play an increasing part of our everyday service experience. I firmly believe that companies who understand how to effectively measure customer satisfaction, analyze service delivered in calls, and train their agents accordingly are going to be a step ahead of the competition. Technorati Tags: , , , Flickr photo courtesy of Little Hobbit Feet

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