It’s hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you that it can be overwhelming to decide how to optimize your processes and allocate your resources. For instance, Teletech says that 28% of customers prefer to resolve issues via phone – but the Forrester Wave report says that 73% choose phones as their preferred method. For every report that says Millennials say forget the phone, another says Millennials actually prefer to speak to a live rep.
What is a customer service or experience leader to do with […]
In today’s crowded telecom market, customers have plenty of choices. As service and technology offerings have become virtually indistinguishable, the customer experience is increasingly becoming the primary differentiator for telecoms to attract and retain customers.
But improving […]
It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. But there’s […]
Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs.
Most companies are seeking temporary increases in labor during peak periods and more consistent service levels […]
Customer effort is (or should be) a huge area of concern for customer experience professionals; it’s major point of contention and frustration for customers. Measuring customer effort is probably one of the best ways to […]