The 12 Principles of Customer Relationships

  The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12 principles are as important as ever, in large part because of the most significant changes that are taking place. Each is both compelling on its own, …

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Customer Service and Contact Center Statistics

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating it often. If you’re looking for something in particular, feel free to contact us …

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How Will the Internet of Things Impact Contact Centers?

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents. When structured well, this information can enhance the level of …

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Providing a Poor Customer Experience Is Costly

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands, or actively disparage the company via word of mouth, social or other means. Only 10% spend more with …

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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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