The Growing Importance of Managers in Employee Engagement
Ten top reasons why employees resist change
15 Customer Service Tips for 2015
Customer Service vs. KPI Targets
5 Steps to Earning Customer Loyalty
9 Ways to Keep Employees Motivated and Productive During the Holidays
Five Tips to Keep Remote Agents Engaged
CIOs Must Put Customers First in Business Technology Decisions
Should CSRs Be Paid for Performance?
Buzzword Battle: Omni vs. Multi-Channel
5 Tips For Creating a GREAT Customer Service Call Center Culture
IT Leaders Aren't All Coming From Tech
5 Ways Not Using Speech Analytics is Affecting Your Contact Center
CIOs Rack Up Millions in Incentives
Metrics: Do They Accomplish What You Want?
Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible
The International Customer Management Institute (ICMI) in partnership with LiveOps released the 2015 report, "Own the Moments! Understanding the Customer Journey." The report reveals that only 53 percent of organizations have a formal customer satisfaction program, and that 74 percent actually admit to preventing their front line from providing the best possible customer experience possible despite the fact that customer engagement and loyalty were identified as important priorities for all respondents. Additional key findings from the report include:
42 percent of contact centers do not investigate the root cause of repeat customer contacts
Less than 25 percent of organizations have a C-level "customer experience" leader
The metric of greatest commonality among survey respondents is Abandonment from Queue (68 percent), yet this metric also topped the list of "least effective" metrics.
Identifying a customer having an issue in real-time and conducting proactive outreach would greatly improve both the one-time customer experience and the full customer journey
Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014
People Issues in Customer Support Survey Results
SupportIndustry.coms latest survey examines the "people" issues that drive customer service operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.Get your copy of the full survey responses here!
Every manager or supervisor in support wants to be effective - and promotable. And there are specific, actionable traits that differentiate best-of-breed support leaders from everyone else. Watch this webinar and hear former support executive and bestselling business author Rich Gallagher in discussing the five best practices that will make you an effective support leader.
In this on-demand webinar, sychotherapist Rich Gallagher, LMFT, a former customer support executive, teaches essential yet fundamental skills you can use to make your support center a stress-free zone. Learn valuale tips for building a stress-free support team and hear what support managers can do for their team’s emotional well-being.
Verint Identity Authentication Helps Protect Customers, Reduce Customer Effort and Enhance Experiences
RingCentral Adds Cloud Contact Center to its Enterprise Communications Solution
Nearly 80% of CEOs Globally Expect To Increase Hiring Over Next 3 Years
Uncovering The Hidden Profits In Your Contact Center
How to Ensure a Successful IT Modernization
7 Trends Impacting Contact Centers, Customer Service & Customer Experiences