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 >>>Tag Archives: Customer service statistics
Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that...
Read More >>>Measuring Social Interactions
What Should Our Service Level Be?
The Problem with Daily Averages (and the Solution)
Should We Have Objectives for Abandonment?
Drowning in Data? Set Your Sights on These Key Measures
Reports Must Tell the Truth
The Edge of Service, Issue 5: Customer Interaction is Changing the Game
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the...
Read More >>>Study Highlights Multichannel Practices
ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations...
Read More >>>What is Customer Experience Worth to Your Company?
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times...
Read More >>>Text as a Service Channel
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem...
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