Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the...
Read More >>>Category Archives: Customer Experience
Every CSR Needs to Understand Their Importance
Why Leadership is SO Important in Customer Service
The New Era of Customer Relationships
Customer Expectations
Efficiency vs. Business Value
The Two Key Agent Performance Objectives
Establishing the Right Measures and Objectives
Why Do We Need Good Service Across The Board?
Consumer's Perspective: A Dozen Ways to Get Better Service
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers...
Read More >>>Mobile Customer Service: New Statistics from ICMI
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of...
Read More >>>Brands that Generate Buzz: YouGov Rankings
So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score...
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