The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and...
Read More >>>Category Archives: Contact Center
Skills-Based Routing: Effective Resource Planning Is Vital
Customer Service and Contact Center Statistics
Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great...
Read More >>>Anticipating Customer Needs
Customer expectations are changing quickly! Here are ways to anticipate their needs.
Read More >>>How Will the Internet of Things Impact Contact Centers?
As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service...
Read More >>>7 Suggestions for Improving Schedule Adherence
Providing a Poor Customer Experience Is Costly
When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to...
Read More >>>How Will the Internet of Things Affect Customer Service?
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to...
Read More >>>Can Social Media Generate Revenue?
You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated...
Read More >>>Too Many Contact Centers Missing the Boat
According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is...
Read More >>>Three Major Developments in Service Delivery
Does Service Impact Stock Price?
Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And...
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