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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Home-Connected Devices to See Explosive Growth

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019. Connected-home device shipments comprise about 25% of …

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Which Customers Use Social Media for Customer Service?

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot? …

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Update Your Customer Access Strategy for Social Media

To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions: Customers: Who are they, where are they talking about your services, company, market and competitors? Contact types: What kinds of conversations occur, e.g., inquiries, orders, policies, support, feedback, etc.? Access alternatives: In additional to traditional …

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