Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and...
Read More >>>Yearly Archives: 2014
How Many Concurrent Chat Sessions Should Agents Handle
How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...
Read More >>>Developing a Mobile Customer Access Strategy
FinancesOnline’s List of “Top Countries with the Best Customer Service”
FinancesOnline recently released an infographic that provides a list of “top countries with the best...
Read More >>>7 Suggestions for Improving Schedule Adherence
How Contact Centers Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....
Read More >>>Improving ROI on Quality Monitoring
Emotion as a Key Driver in Customer Loyalty
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
Read More >>>Skills-Based Routing: Effective Resource Planning Is Vital
KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
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