The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m...
Read More >>>Tag Archives: customer access
Developing a Mobile Customer Access Strategy
How Long Will Your Customers Wait for Service?
The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
Read More >>>The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
Read More >>>Encouraging Customers to Use Self-Service Channels
Align the Organization to Deliver the Best Possible Customer Experience
Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...
Read More >>>How Will the Internet of Things Impact Contact Centers?
As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service...
Read More >>>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...
Read More >>>Communicating Access Alternatives to Customers
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...
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