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 prime time. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Specifically, 71% of users have a low tolerance for unstable …

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60 Million Hours?

According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?

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Implementing Video Chat?

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Amazon, Land’s End and others have already jumped in, with others soon to follow. Forrester’s Art Schoeller offers …

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The Changing Role of Supervisors

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide range of generations our customers represent – supervisors have become increasingly important to the contact center’s success. But it is a …

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