Top Customer Service Challenges of 2011
Posted by Omar Zaibak on October 27, 2010
Contact centers and support organizations are struggling to keep pace with rapidly increasing consumer expectations. High agent turnover, new communication channels, and budget cuts make it increasingly difficult to satisfy the customer. Here are the leading customer service challenges in the contact center today.
Customer Experience Strategies for 2011
Posted by Omar Zaibak on October 18, 2010
Customer experience spending and adoption continues to rise in 2010, with most companies that offer better customer experience levels outperforming their competitors. Here is a summary of effective customer experience strategies heading into 2011.
20 Customer Service Statistics for 2011
Posted by Omar Zaibak on October 13, 2010
With customer service and experience industries undergoing rapid change, here are 20 interesting customer service and customer experience statistics to keep in mind as we head into 2011.
How Business Shared Services Improve The Customer Experience
Posted by Omar Zaibak on October 4, 2010
Business shared services centers are being increasingly adopted to drive down costs and improve efficiencies across contact centers. More than 30% of U.S. Fortune 500 companies have implemented a shared service center according to the English Institute of Chartered Accountants. Shared services centers for customer support and issue management drive organizational benefits that extend beyond cost and productivity.
Contact Center and Call Center Trends 2011
Posted by Omar Zaibak on September 27, 2010
The contact center market continues to evolve with changing customer and business expectations. This evolution is happening at an increasingly faster rate, making it a challenge for some businesses to adapt. Running an effective contact center requires an understanding of how customer and contact center trends are changing. Here is a summary of 5 contact center trends going into 2011, based on a recent North American customer survey by Frost & Sullivan.
