The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point. You simply look around and take …

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Understanding Contact Drivers

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service strategy. They have an award-winning contact center, but were seeing warning signs of changes in customer expectations and …

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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 operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents. When structured well, this information can enhance the level of …

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How Will the Internet of Things Affect Customer Service?

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon. “Smart” devices can include household appliances …

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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 by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019. Connected-home device shipments comprise about 25% of …

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The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity. And that’s true whether you’re a small startup or a multinational corporation. No surprise, then, that customer service and support is …

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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 in service settings. The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

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Implementing Video Chat?

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Amazon, Land’s End and others have already jumped in, with others soon to follow. Forrester’s Art Schoeller offers …

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So Many Ways to Interact with Customers

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social channels, and you’re more likely to hear the clickety-clack of keys than voices—this team engages with customers through over 120 …

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