Harrison, NY (PRWEB) November 09, 2012
CBSI’s Customer Service Oversight can monitor service levels, customer experience, and performance trends during the “crunch time” of the holiday shopping and travel seasons.
Many card issuers, retailers, online merchants and travel organizations receive and push their highest volume of customer communications during fourth quarter. Thanksgiving week is not only the busiest travel week of the year, but the busiest retail shopping period for in-store and online channels.
The trend continues through the holidays and inevitably turns into the New Years hangover – enough to stress even the most optimally-staffed and well-oiled organizations. The spikes in contact center volumes and online interactions (reviews, purchases, social) create heavier than normal demands on both frontline operations personnel and middle management.
CBSI’s Customer Service Oversight helps organizations plan capacity needs, develop scripting, produce dashboard reporting, and proactively manage the overall customer experience. Onsite reviews and advocate training are conducted by veteran staff members to ensure the brand is appropriately represented, and adherence to standards and protocols is secure at every customer touch point.
Additionally, CBSI brings a thoughtful, analytical approach to the identification and evaluation of trends from usage to ROI that will help customer service staff members and third-party vendors optimize back office processes, reduce customer complaints and meet budgetary expectations.
Marketers know that gearing up for one of the busiest and most financially productive times of the year requires insightful and advanced preparation. Increased reputational risk associated with social media and regulatory activity only add to the due diligence required to get it right. Oversight can identify and prevent the gaps to ensure a customer’s “crunch time” experience is only a positive one.
CBSI, founded in 1972, is a risk and marketing management agency specializing in loyalty solutions that assist financial organizations in the acquisition, activation, usage, and retention of their customers. The company is headquartered at 550 Mamaroneck Avenue, Harrison, NY 10528 and can be reached at 914-381-5353. The website address is http://www.cbsiservices.com and Twitter is @CBSIServices.