Category Archives: Customer Service
Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
Read More >>>We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent”...
Read More >>>Get It Right with Mobile Apps
Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for...
Read More >>>60 Million Hours?
According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?
Read More >>>Keeping Up with Customer Service Changes
Implementing Video Chat?
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the...
Read More >>>The Changing Role of Supervisors
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging...
Read More >>>Be Careful When Interpreting Benchmarks
A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn,...
Read More >>>So Many Ways to Interact with Customers
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral...
Read More >>>