Category Archives: Customer Service
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...
Read More >>>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...
Read More >>>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...
Read More >>>Making Good Decisions
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong...
Read More >>>Retaining the ‘Right’ Customers
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...
Read More >>>Want to Deliver Consistent Service? Build a Customer Access Strategy
For the First Time Ever, the Customer Is in Control
Empowering Agents with the Right Information and Training
Anticipating Customer Needs
The Single Most Important Element of All
“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are...
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