Customer Service

For years companies have been trying to understand what customers want. There are so many customers wanting so many things it’s deafening. How can we open our ears yet […]

Social media is fast becoming the preferred channel for customer service among consumers, but companies are failing to meet their expectations of ready availability and swift responses, according […]

Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to […]

Kunnect recently posted an article about the fast-changing benchmarks in the call center industry as well as in customer service. In the summary below, you’ll read about how […]

In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional […]

More than 50% (an increase of 5% over 2012) of consumers in the U.S. switched service providers in 2013. Clearly, customers switching is a problem. But the problem […]

Web users are increasingly familiar with an annoying phenomenon afflicting all manner of sites: you’re just browsing around, minding your own business and up pops a chat window […]

Before diving into multichannel strategies, get your house in order – according the article written by Lauren Horwitz from SearchCRM. A summary of that article is below: Companies […]

If you ask a room full of executives what the secret is to improving customer retention and loyalty is, you will probably get a mix of answers. But, […]

There’s no doubt about the importance of customer loyalty in the time of switching service companies. ICMI recently wrote an article on ways to increase customer loyalty in […]