Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...
Read More >>>Category Archives: Customer Service
Celebrating 30 Years of Contact Centers
Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
Read More >>>The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit...
Read More >>>The Best Way to Improve Service
Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction,...
Read More >>>Understanding Contact Drivers
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements...
Read More >>>Improving the Accuracy of Schedules
10 Things Executives Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>The Secret to a Great Customer Service Operation
The 12 Principles of Customer Relationships
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 >>>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.
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