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Contributed Articles

If I Wanted My Question Answered In 15 Hours I Would Have Waited 15 Hours To Ask The Question

The average response time to handle a customer service request via email is 15 hours and 17 minutes. That’s according to the 2017 Customer Service Benchmark Report recently released by SuperOffice. They studied 500 companies and found, “… a majority of the 500 companies in the study are failing to meet customer expectations and costing millions of dollars in lost customers and unnecessary internal follow-up work.”

[Full Article]   Aug-02-2017

 

Why Data Quality is Key to the Sales and Marketing Relationship

Both Sales and Marketing teams are linked to a common shared goal, and often frustrate each other when these goals don’t happen as planned. And very often, the culprit is data quality.
[Full Article]   Aug-02-2017

 

Should your next big hire be a chief A.I. officer?

As companies increasingly turn to artificial intelligence to communicate with customers, make sense of big data and find answers to vexing questions, some say it's time to think about hiring a chief A.I. officer.
[Full Article]   May-02-2017

 

IoT-Brand Building Opportunity for Customer Service Organizations

Whether consumers have heard of IoT or not, they will increasingly experience it in their daily lives in the near future. The challenge for contact center executives will be how to manage all of this new connectivity without adding customer service complexity.
[Full Article]   Mar-24-2017

 

How CIOs Can Master Key Tech Trends to Drive Change

Accenture’s 2017 Technology Vision looks at IT trends and innovations that people will apply to shape business in the next three years. Let’s explore how CIOs should establish core competencies that align with these trends to become an agent of change in the digital era.
[Full Article]   Mar-17-2017

 

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