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In Customer Service, Faster is Not Always Better

November 18, 2012 /

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Bear Paw Development Corporation is a private non-profit organization created for the purpose of administering programs to help improve regional economic conditions in Hill, Blaine, Liberty, Chouteau and Phillips Counties and the Fort Belknap and Rocky Boy's Indian Reservations.

In customer service, there is a widespread obsession with service level: the speed in which issues are handled or customer calls are answered. Supervisors are measured on an hourly basis. Representatives are hammered about it when their average handle time get too long. In some cases, there are written guarantees with customers to ensure a certain service level, such as 80 percent of calls answered within 30 seconds.

Tom Rieger, National Business Innovations

Full Story: http://www.openforum.com/articles/faster-is-not-always-better/

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Montana Technology Innovation Partnership (MTIP)- Promoting Technology Commercialization in the State of Montana.

Big Sky EDA- Building Businesses and Creating Jobs in the Greater Billings, Montana area

The Kalispell Chamber of Commerce is the longest-standing and leading advocate for the Flathead Valley community and business climate.
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Dorsey & Whitney - An International business law firm, applying a business perspective to clients' needs in Missoula, Montana and beyond.

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