Smartphone Statistics

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

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The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course, the number can be misleading, given that many people in developed regions have multiple devices, while others still do not have …

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The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission is and everybody is pulling in the same direction. The contact center “clicks.” While there are a …

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Building Cross-Functional Processes

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they don’t get the cross-functional input they need, they are set up for failure. The organizations that do the best …

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Does Your Executive Team Understand Staffing Tradeoffs?

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment. The following table is an example of how …

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Boosting Quality and Innovation

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity to play a central role in building a stronger organization with better services and products across the board – but it’s a role that must be earned. Making significant quality and service improvements requires leadership …

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