Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...
Read More >>>Yearly Archives: 2014
Encouraging Customers to Use Self-Service Channels
Know What's Important to Customers
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks
The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a...
Read More >>>Rules of the Road for Recruiting and Hiring
When to Begin Forecasting and Planning Chat
Social Media Presence vs. Social Media Customer Care
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally...
Read More >>>The Demand for Our Time Leads to Disengagement
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors...
Read More >>>What Are Your Customers' Priorities?
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want...
Read More >>>Three Questions that Help Define Contact Center Workload
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations...
Read More >>>Making Good Decisions
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong...
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