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 >>>Tag Archives: Contact Center
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...
Read More >>>Which Customers Use Social Media for Customer Service?
While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that...
Read More >>>Motivation and Engagement: Your Leadership Matters
Update Your Customer Access Strategy for Social Media
To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions:...
Read More >>>Employee and Customer Engagement—The Numbers Are Stunning
Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service...
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