73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by...
Read More >>>Yearly Archives: 2015
New ebook (free), ICMI’s Guide to Contact Center Metrics
I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center...
Read More >>>The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink
The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink...
Read More >>>Building a Customer Service Ecosystem
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>Align the Organization to Deliver the Best Possible Customer Experience
Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...
Read More >>>Celebrating 30 Years of Contact Centers
Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
Read More >>>The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit...
Read More >>>The Best Way to Improve Service
Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction,...
Read More >>>Understanding Contact Drivers
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements...
Read More >>>Improving the Accuracy of Schedules
10 Things Executives Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
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