Forrester Research says that a profound change is sweeping through the contact centre industry: where once experienced agents were fonts of knowledge, able to answer the majority of customer information requests 'off the cuff' they increasingly expect to access that information from repositories available through the system.
A new study claims to have uncovered a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The popularity of live chat as a customer interaction channel appears to be rising rapidly. In the US the number of online shoppers using live chat is said to have increased from 38 percent to 58 percent in the last five years.
A survey of almost 3000 consumers across three generations in nine countries, including Australia, has provided some valuable insights into what consumers regard as a really bad customer experience failure, what they do about it and what customer service providers need to do about it.
If companies set great score by what people say on social media they would probably abandon loyalty programmes altogether. According to a survey undertaken by global consulting firm Capgemini in December 2014, the percentage of customer sentiment about loyalty programs that is negative, as expressed on social media, is north of 90 percent for most industries. Telecoms fared worst with 96 percent of commentary being unfavourable. Hotel chains came out best, but the result was not great: 72 percent disapproval.
It's hard enough delivering a great customer experience, but what makes it much more difficult are the differing expectations of different generations: how they like to interact with companies and how they want to be served.
Creating a cohesive customer journey has emerged as the top priority for marketeers in 2015, in a survey of 5000 marketers across a dozen countries, undertaken by Salesforce.
Callcenteriq.com, which bills itself as "the most significant community, resource hub and advisory for call centre and customer experience professionals," has published a list of its most read articles of 2014. Second from the top came from Downunder. Here's what it was about, along with the others that got readers excited.
Microsoft's Australian partner, Generation-e, is hosting a freeone day conference to mark the launch of Skype for Business (the successor to Microsoft Lync Server) in Sydney on 4 June and Premier Technologies will be there as a silver sponsor.
A worldwide survey by the Economist Intelligence Unit of almost 500 CMOs and senior marketing executives worldwide, 'The rise of the marketer, Driving engagement, experience and revenue', has unveiled expectations of rapid and major upheaval in marketing in the next five years.
According to research firm Gartner, overly centralised business intelligence (BI) and analytics teams cannot deliver the domain expertise and responsiveness most organisations require. It says organisations should create a two-tier model under which a central team works collaboratively with other teams distributed throughout the enterprise.
- Should Net promoter score be promoted?
- Is the future of customer service self-service?
- Dirty data deeds
- The customer experience disconnect dilemma
- CMOs and CIOs told to sing from the same song sheet
- How to harness the power of data
- Another challenge for customer experience management
- What will CRM look like in 2015?
- Customer service: it's all about customer autonomy
- Net promoter score: what's it worth
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