How’s Your Mobile Customer Support?

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC

Continue Reading >

“You have to serve…like nobody else does.”

Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a firm in Korea, China, India copying their product with incredible detail. Today, what you have to be is not only an extraordinary manufacturer, but the differentiator in the world. You have to serve that market …

Continue Reading >

Consumer vs. Corporate Perception – A Clear Disconnect

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Continue Reading >

Calibration Is Key to Improving Quality

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

Continue Reading >

Caution: Don’t View Contact Center Performance Measures in Isolation

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and rework, or contacts not completely resolved in other channels are edging up, cost per contact will naturally decrease …

Continue Reading >