Contact Us | 1-800-222-5424 | Support

The Modern Contact Center

The Future is Bright for Contact Centers

The relationship between customers and customer service representatives (CSRs) has changed and the shift is having profound business implications. Modern customer service centers must adapt to the needs of their increasingly digitally literate, impatient and “mobile first” customers. Put simply, customer service matters more than ever.

Why Service Matters

The relationship between customers and customer service representatives (CSRs) has changed and the shift is having profound business implications. Modern customer service centers must adapt to the needs of their increasingly digitally literate, impatient and “mobile first” customers. Put simply, customer service matters more than ever.

Research Speaks Louder Than Words

When Dimension Research surveyed 1,046 people in a 2013 study, 62% of business-to-business customers reported that they purchased more products or services from a B2B company because of a positive customer service experience. 98% share bad experiences with others and 45% of them use social media to air their grievances.
 
Learn More about the Evolution of Customer Service

What is Your Sound Strategy?

The customer service center is often a noisy environment. Miscommunication and repetition due to background noise can quickly degrade the customer experience. You also have privacy concerns, nobody wants their private information to be audible on someone
else’s phone. Our audio consultants can help you design your call center sound strategy with the use of suppression, blocking and masking systems. We can help you develop a smart seating plan and the right physical materials to block and absorb noise.

Does Your Headset Really Matter?

Take Hyatt Hotels Reservation Center for example: When associates are gathering critical information from customer phone calls 20 hours a day, seven days a week, the sound quality ensures accuracy. Hyatt decided to upgrade their system, starting with some trial units from Plantronics. With less miscommunication, calls resolved faster and customers got better care. Hyatt then decided to replace every single one of their headsets with the EncorePro and P10 connector audio processors.

Ready to develop your strategy?

One of our Audio Consultants Can Help!

Call us today at 1-800-222-5424 or email sales@gbh.com

About Us

About GBH
Contact Us
GBH Global Services
1309 S. Myrtle Ave
Monrovia CA 91016
800-222-5424
sales@gbh.com

Support