In the news – w/c 13th August
We explore this week’s stories from the customer service industry, which includes news of T-Mobile introducing a new team to deliver a more ‘human touch’ across its US customer service, and research which reveals one in three US customer service executives are feeling the pressure of millennial expectations.
T-Mobile reinvents its customer service offering by focusing on the ‘human touch’
T-Mobile US Inc. has announced the launch of a new customer service program called Team of Experts, which will aim to revamp its experience function by giving customers greater human contact for answering queries.
Subscribers to the wireless network, which is now the third-largest in the US, will be assigned a team of dedicated experts, who they can contact directly via message or phone to field questions and solve problems.
Customers will be able to speak to the same team of people every time they call, with the specialist representatives working closely with sector experts (such as in local retail or engineering) to ensure that they will be able to solve even the most complex of issues.
By offering a more personalized, human approach and cutting reliance on automated technologies, the business hopes to reduce call backs and improve perceptions of the firm’s customer service support. Read the full story here.
Funding boost for new agent-focused AI platform
A revolutionary artificial intelligence (AI) system that provides real time feedback to agents on customer sentiment during calls is set for further development, after creators Observe.AI secured an $8 million investment boost in a recent funding round.
The company’s innovative platform can listen to customer calls in real time. It then uses deep learning and natural language processing to understand the context of the conversation and generates guidance for agents on the best actions to take. The new technology will also aim to help customer service representatives by automating a range of administrative tasks.
The firm says that by providing greater support to agents during calls, it will help businesses boost customer satisfaction and productivity. Read the full story here.
US customer service executives under pressure to meet millennial expectations
A survey of US customer experience executives has revealed that more than a third (37 per cent) feel under pressure to quickly adapt to the changing needs of millennials.
The research, which was conducted by Worldwide Business Research Insights, found that while 52 per cent said they are adapting to the differences in millennial preferences when compared to other generational groups, they view the shift less urgently.
Of those surveyed, 34 per cent have strategies in place for increasing millennial satisfaction, while 32 per cent were focusing on millennials as part of their segmented customer experience strategies. Read the full story here.
UK banks must display customer service rankings
The UK Competition and Markets Authority has forced British banks to publish how they compare to rivals for customer service, in a move that is hoped will help consumers make better decisions about who they bank with.
In a regulation beginning August 15, banks must now display how likely people would recommend their services to friends, relatives or other businesses, with notices being displayed ‘prominently’ in branches as well as on websites and apps.
The rankings are based on an independent survey of thousands of consumers, which was carried out by research agencies Growth from Knowledge (GFK) and Business Development Research Consultants (BDRC). First Direct came top for overall service, followed by Metro Bank and Nationwide. Read the full story here.
Author: Editorial team Future. Customer.