Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
Read More >>>Monthly Archives: October 2014
Skills-Based Routing: Effective Resource Planning Is Vital
KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
Read More >>>Don’t Leave Culture to Chance
Great Service Makes Us Feel Better
Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...
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