Customer service statistics

55 Billion

Jul 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Research/Statistics

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 should...

Employee and Customer Engagement—The Numbers Are Stunning

Jun 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service is a team that is deeply connected to the company’s mission. Can you quantify the impact of...

Can You Afford to Ignore Social Media?

May 26, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Research/Statistics, 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 media sites and then receive follow up from the company rate their overall customer...

What Do Customers Want You to Know?

May 14, 2015 | Call Center, Contact Center, Customer Service, Customer Surveys, Research/Statistics

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’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how...

Multichannel Contact Centers, by the Numbers

May 8, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Research/Statistics, Self-service, Social Media

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 in service settings. The questions included both channels supported and the percentage...