Tricia Morris
FEBRUARY 19, 2016
Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).
Eptica
JUNE 3, 2016
Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.
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Tricia Morris
MAY 18, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.
Brad Cleveland Blog
MAY 8, 2015
Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:
Brad Cleveland Blog
MAY 8, 2015
Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:
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