Customer service that knows your call

According to IT Business Edge, IBM has taken customer service via phone to another level. Instead of having customers routed to a different customer service representative and explaining their situation each time, they've developed a system where callers are automatically routed to the CSR who can best take their call.

This software can do this by:
....analyzes what a company knows about its customer, the performance history of the customer service representatives, and the previous interactions the customer has had with customer service representatives to determine where to route a call.

How will this change customer service in the future? Will customer service calls be more effectively answered?

Toronto's Transit Commission Vows to Improve Customer Service

InsideToronto.com reports that the city's transit commission, Toronto Transit Commission, has pledged to do better at serving their customers. According to the report, the TTC has been under fire for poor customer service in addition to a 25 cent increase in fares and a prevalent service interruptions. TTC Chair Adam Giambrone apologized for their low standards of customer service and said, "We all know that it went viral on the Internet, and we found that the TTC was at the root of a lot of ridicule across the system," Giambrone said. "These issues really highlight a need for us to focus on where we go in the future. We need to modernize our fare technology, we need to work with employees to enrich their jobs and we need to use our resources better."

Learn more: TTC unveils plan to help improve customer service

As TTC works to improve its customer service, what initiatives can they implement to ensure customer service sustainability? Could these initiatives be shared with other major metropolitan transit organizations?

Welcome to NACCM: Customers 1st

This week, we're going to be live from NACCM: Customers 1st in Phoenix, Arizona. Conference Producer Amanda Powers recently sat down with us to let us know what to expect from this year's conference.