The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...
Read More >>>Category Archives: Research/Statistics
Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just...
Read More >>>Employee Engagement Statistics
Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged,...
Read More >>>The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it’s easy to get buried in information. The contact...
Read More >>>Interpreting Benchmarks
Cultivating Customer Advocates
Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a...
Read More >>>Top Leadership Competencies
Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders...
Read More >>>Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....
Read More >>>Perspective on First-Contact Resolution
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer...
Read More >>>Take a Moment and Be Inspired
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some...
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