The Edge of Service™, Issue 9: How "Waiting in Line" Is Changing

The Edge of Service™ Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three things to know about queues: They will always be with us. Anytime there is demand for limited resources, there is potential …

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The Channels of Service Organizations Provide

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound                                     98% Email                         …

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Going Mobile: 1980s and Now

Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys, eMarketer, Nielson, Pingdom, comScore, IEEE, Cisco): 6.8 billion mobile phone subscribers worldwide 13.4 billion app downloads in first …

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Alexander Graham Bell Turns 166

Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect, he considered the phone as an intrusion on his work as a scientist and refused to have one in his study. (I wonder if IM would have made the cut … ?)

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Brands that Generate Buzz: YouGov Rankings

So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score which asks respondents, ‘If you’ve heard anything about the brand in the last two weeks, through advertising, news or word of mouth, was it positive or negative?’” http://www.brandindex.com/ranking/us/2012-annual/top-buzz-rankings  

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Wait… That's Cheating!

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of customer interactions daily—vigilantly keeping an eye on service levels (which, in their case, meant the percent of contacts reaching agents within 30 seconds) to appease regulators who could approve or stymie requests for capital investments …

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Consider Posting Customer Service Statistics

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be posted in many places, including your website, mobile apps, overhead screens like this example (London’s Heathrow Airport), and elsewhere. …

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