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2013 Research: Mobile Customer Service Strategy Results Released

The International Customer Management Institute (ICMI) has released its 2013 research report, A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation, including key findings and study results.

The study results were collected from a late 2012 online survey to 422 customer service professionals. Worldwide participants from various industries and all levels of the contact center answered questions pertaining to their Mobile Customer Service Strategy. The research shows that contact centers recognize the importance of providing mobile customer service directly from the device, but that they arenít always sure how to implement. Those contact centers that get involved early in the planning and support of the Mobile Customer Service Strategy will have the best opportunity to provide the desired customer experience.

The argument for mobile customer service is strong, and a solid plan is imperative to a successful implementation. When built correctly, a Mobile Customer Service Strategy will provide lasting benefits to the company, and the contact center. The key benefits that contact center leaders can expect to gain will extend far beyond 2013.

A few key findings from the research study include:

  • Over 43% say their company knows mobile customer service is a priority

  • 68% say it improves their user experience

  • Almost 62% think itís a competitive differentiator

  • 44% are in the planning stages

  • Only 25% report actually having a mobile customer service strategy for 2013

  • [Full Article]   Jan-27-2013


    Brands Miss Opportunities Online

    Brands and retailers lose opportunities for sales, referrals and stronger, more loyal customer relationships when online shoppers are left with difficulty getting answers to questions, concludes a national study conducted by The Adcom Group for Virtual Hold Technology. But shoppers say they will promote brands that offer them help, the study shows. Shoppers say their online purchase experience affects their product reviews (78 percent), satisfaction with the product (66 percent) and impression of the retailer (64 percent). A majority would purchase more products from a website that allows them to click or tap to receive an immediate or scheduled callback from a person qualified to answer questions or solve online purchase problems. More than 90 percent say they would be somewhat or much more likely to shop on such a website, and some indicate they would even pay more for products sold there.
    [Full Article]   Jan-27-2013


    13 Customer Experience Trends to Watch in 2013

    2012 was a very active year for customer experience management. According to Bruce Temkin of the Temkin Group, 2013 will be an even more robust year as we move deeper into the Era of Customer Experience (CX) Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity:

    1. Decline of surveys.
    2. Rise of text analytics.
    3. "Big data" predictive insights.
    4. Anticipatory service.
    5. Experience-infused product development.
    6. Design-based process improvement.
    7. Loyalty-focused contact centers.
    8. Appreciation of employee assets.
    9. Mobile, mobile, mobile.
    10. Software as an Experience.
    11. Resurgence of values.
    12. Rethinking risk-experience trade-offs.
    13. Continuing CX education.
    [Full Article]   Jan-13-2013


    Survey: Companies Are Not Communicating Their BYOD Policies to Employees - Yet 68% of Employees are Using Their Personal Devices for Work

    GLOBO, an international provider of mobile, telecom and e-business software products and services, released survey results which found IT departments are not making employees aware of their BYOD policies. In the survey, 68 percent of respondents said they use their personal devices for work, while only 29 percent said that their company actually has a BYOD policy in place. Furthermore, 42 percent of respondents don't know if their company's BYOD policy allows IT to have full access to their personal devices.

    These findings show a significant lack of communication between companies and their employees with respect to BYOD, an issue that must be addressed.

    Other key findings include:

  • 14 percent reported that they don't know if their company currently has a BYOD policy.

  • 91 percent responded that they do not know if their company plans to implement a BYOD policy.

  • If IT clearly stated that they have access to their employee's personal information such as emails and contacts, 93 percent of respondents said that they would not participate in a BYOD program.

  • 69 percent said that they would not consider breaking a company policy in regards to BYOD even if they knew that they would not get caught.

  • People using a personal device for work say that they are using it first and foremost to check emails (62 percent).

  • [Full Article]   Jan-13-2013


    Slight Growth in Global Tech Market in '13, Bigger Rebound in '14

    In its latest global tech market forecast, Forrester is forecasting 5.4% growth (local currencies) in global tech spending in 2013 ó but, notes analyst Andrew Bartels, the year will be better than it looks from the headline. Aside from Europe, which will grow minimally in 2013 as it continues to rebound from its recession, other geographies will grow: the United States by 7.5% and Asia Pacific by 4%. In Latin America and Eastern Europe, the Middle East, and Africa, tech buying will increase by 9% over the next two years.

    Forrester contends that a lot of the economic instability affecting markets today ó such as the fiscal cliff, the European recession, and the leadership transition in China ó will be in the past and that firms should look at 2013 as transition year before increasing spending in 2014 when spending will grow to 6.7% globally.

    The tech market is being transformed by mobility, cloud computing, and smart computing, which are highly desired because of their transformative potential. Once the economic squeeze on IT budgets ends, the pent-up demand for new technologies will surface and drive the growth in tech spending. That will be the story of 2013 and 2014.

    One product category that continues to stall is computer hardware. PC vendors had a lousy 2012, with zero growth in total, and server vendors did even worse, with a 4% decline. Weakness will persist in 2013, with purchases of both servers and storage declining and peripherals slowing to 3%. The 4% growth in PCs in 2013 looks more promising, but that is mostly due to growth in tablets, which Forrester counts in the broader PC category.

    One hardware vendor continues to buck this trend: Apple. Forrester estimates that Apple will sell $7 billion of Macs and $11 billion of iPads to the corporate market in 2013, and $8 billion in Macs and $13 billion of iPads in 2014. Global corporate spending on Wintel PCs and tablets was down by 4% in 2012 and will be flat in 2013 as firms slowly replace their old Windows PCs with Windows 8 devices. Finally, in 2014, increased PC demand and improved Windows 8 devices will lead to a strong 8% increase of these products, but that growth will still be less than the double-digit growth for Linux, Android, and Apple products.
    [Full Article]   Jan-13-2013


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