Looking Ahead: Itís All About the Customer
5 Hybrid IT Roles Your Business Needs to Succeed in 2014
10 Managers You Donít Want to Meet On Your Journey
Improving Agent Performance: 5 Tips for Successful Multitasking
The 8 Traits of Customer-Relevant Companies
The 'Gamification' of the Office Approaches
Chat Metrics For Those of Us That Don't Like Chat Support
Six Controversial Ways Contact Centers Will Transform in 2014
5 Lessons All Departments Can Learn From the Customer Service Department
Are You Your Employeesí Worst Enemy?
Employees Who Feel Love Perform Better
Making Better Decisions Over Time
Thanking Customers the Innovative Service Way
Zapposí CEO on Using Corporate Relocation to Preserve Customer-Led Culture
Navigating ITís Blurring Boundaries
Ventana Research Releases Agent Desktop Benchmark Research
Ventana Research has released its latest Benchmark Research, The Unified Agent Desktop and the Customer Experience. The research shows that the primary channel for customer service remains interaction with agents in contact centers. Currently, fewer than half (47%) of participating organizations said that their customers are satisfied with their customer service or how their contact centers handle interactions. This has led nearly three-quarters (74%) of participants to say that improving customer service is very important while just over one-half(53%) feel that improving contact center performance is equally as important. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to resolve conflicts or provide service, they risk the loss of the customerís confidence, or worse the loss of the customer altogether. As technologies continue to advance, the need to implement a unified desktop becomes increasingly more important. Participants hoping to improve response time while enabling customers to communicate through more channels will need to better align their planned technology investments with these goals. Based on the research a unified desktop is currently used in just 28% of participantís contact centers. While 23% plan to implement within the next 12 months, another 23% have no intention of investing in a unified agent desktop.
Research Reveals Major Fault Line Separating the Board Room, Marketing Suite, and Contact Center Threatens Customer Experience
2013 People Issues in Customer Support Survey Results
SupportIndustry.comís 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!
Dealing With Scrooge and Other Villains: A Holiday Course in Difficult People
ASC Launches Workforce Optimization Suite neo 3.0
Mitel Acquires Contact Center Call Recording Supplier OAISYS
Customer Experience Expectations and Plans for 2014
One Third of Fortune 100 Organizations Will Face an Information Crisis by 2017
Whatís the Next Big Thing in Customer Experience?
The New World of IT Recruiting