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.
Tricia Morris
MAY 18, 2015
According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Six in 10 contact centers say they have no social customer service capabilities.
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Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Retailers reported that sales via smartphones grew an average of 87% in 2014.
Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Retailers reported that sales via smartphones grew an average of 87% in 2014. …
Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Retailers reported that sales via smartphones grew an average of 87% in 2014. …
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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