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 support it as a customer care channel. That leaves 34% of organizations with a presence, but without...
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 a transactional relationship in which they receive efficient service (versus 24% who want a...
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 that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...