From Command to Control: interface design for customer handling systems
INTERACT '97 Proceedings of the IFIP TC13 Interantional Conference on Human-Computer Interaction
Human communication in customer-agent-computer interaction: Face-to-face versus over telephone
Computers in Human Behavior
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The statistics say it all. 70% of customers choosing to leave a company do so because of bad service and 68% of these are leaving because of indifference from a staff member [1]. This research is looking at the critical interaction between BT and its customers whether face-to-face, over the telephone or through the Internet. In order to be successful in the future BT must not only provide world-class customer service, but it must be able to build meaningful relationships with its customers using both the medium and the message available. This isn't easy!