Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points...
Read More >>>Tag Archives: Contact Center
The Most Important Development in Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part...
Read More >>>The Problem with Daily Averages (and the Solution)
Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social...
Read More >>>Should We Have Objectives for Abandonment?
Smartphone Growth
As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013,...
Read More >>>What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’...
Read More >>>Contact Centers in a Connected World – Celebrating the Past 30 Years
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...
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