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.”
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.
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.
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.