How Will the Internet of Things Affect Customer Service?

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon. “Smart” devices can include household appliances …

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Can Social Media Generate Revenue?

You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but they also …

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Too Many Contact Centers Missing the Boat

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

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Does Service Impact Stock Price?

Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And laggards? They saw a drop of 2.5%. Follow Watermark Consulting for updates. Or in any country or market, hire some business interns to do a correlation between Net Promoter Score (NPS) or other service rankings …

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55 Billion

According to ICMI, 55 billion agent-assisted interactions are handled in the U.S. annually. Couple that statistic with Dimension Data’s research showing that 74% of organizations worldwide predict an increase in customer interactions. Pondering these numbers should give us all a renewed commitment to make the most of them. (Think value: Making it easy for our customers, and using what we …

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