Monthly Archives: May 2015
Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social...Read More >>>
Should We Have Objectives for Abandonment?
As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013,...Read More >>>
What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’...Read More >>>
Contact Centers in a Connected World – Celebrating the Past 30 Years
Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...Read More >>>
We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent”...Read More >>>