The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk...
Read More >>>Category Archives: Customer Service
Recent WebTV Interview on Customer Service Trends
Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and...
Read More >>>How Many Concurrent Chat Sessions Should Agents Handle
How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...
Read More >>>Developing a Mobile Customer Access Strategy
FinancesOnline’s List of “Top Countries with the Best Customer Service”
FinancesOnline recently released an infographic that provides a list of “top countries with the best...
Read More >>>7 Suggestions for Improving Schedule Adherence
Improving ROI on Quality Monitoring
Emotion as a Key Driver in Customer Loyalty
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
Read More >>>KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
Read More >>>Great Service Makes Us Feel Better
Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...
Read More >>>Know What's Important to Customers
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...
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