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 >>>Category Archives: Customer Service
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...
Read More >>>Connecting Hiring, Training and Coaching
55 Billion
According to ICMI, 55 billion agent-assisted interactions are handled in the U.S. annually. Couple that statistic with Dimension Data’s research showing that 74% of organizations worldwide predict an increase in customer interactions. Pondering these numbers...
Read More >>>Communicating Access Alternatives to Customers
Home-Connected Devices to See Explosive Growth
As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report...
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