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SupportIndustry.com Research: Average Speed to Answer, Wait Time and Handle Time
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Today, computers and mobile phones enable us to access information immediately, and in almost any location. It is in this environment that our customer's expectations have also evolved - they want to have their service and support inquiries answered and resolved immediately. A recent SupportIndustry.com survey of 50 senior-level service and support professionals asked participants what their Average Speed to Answer was. The largest majority - 32% - reported it took one minute or more to answer.
View the entire report:
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[Full Article]
Jun-08-2010 |
How Do You Avoid the 5 Big Mistakes Customer Service Teams Make?
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Customers expect and demand a positive customer experience and organizations that provide it are creating a powerful differentiator between themselves and their competition. However, customer support representatives are often overburdened and do not have the appropriate practices and technology in place for optimal performance. Read this white paper to discover.
:: The 5 big mistakes customer service teams make
:: Surefire ways to avoid these mistakes
:: Lessons from organizations that adhere to best practices in service delivery to provide a superior experience each and every time they interact with their customers
Download Now!
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[Full Article]
May-31-2010 |
SupportIndustry.com Research: 2010 Service and Leadership Trends in Customer Support
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This groundbreaking survey assesses the state of customer service issues in the customer support industry: How our customers and agents are doing, how we are managing people and measuring performance, how effective our training and coaching is, and how we are using technology to get closer to customers. It is meant to be a snapshot of what we in the support industry fundamentally do and how well we do it.
Get your free copy of the survey results.
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[Full Article]
May-12-2010 |
SupportIndustry.com Research Insight: Effectively Measuring Customer Loyalty
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Customer loyalty is critical to the success and profitability of any business. But what exactly is it? Customer loyalty can be defined as the feelings or attitudes that would cause a customer to consider re-purchasing a particular product or service, continue to do business with a company or be faithful to a specific brand.
A recent SupportIndustry.com survey of senior-level service and support professionals found that while most companies recognize the importance of customer loyalty, they vary on how they actually measure it. When asked if they currently measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals, nearly 62% of participants reported that they do not.
Click here to get a full copy of the results:
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[Full Article]
May-04-2010 |
White Paper: Tools and Technologies To Maximize Your Support Center's Potential
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Companies understand they must deliver the best possible customer experience each time they get the opportunity and, further, leverage every opportunity to deepen customer relationships. Ultimately, delivering that experience depends on ready access to accurate customer data. It's a straightforward goal, but creating high-level customer visibility into customer data and making it accessible to relevant parties — agents, partners, customers — requires that support organizations surmount a number of inherent challenges.
Read the full white paper.
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[Full Article]
Apr-14-2010 |
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