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 in service settings. The questions included both channels supported and the percentage...
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide...
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an...
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established...
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses...
