Multichannel Contact Centers, by the Numbers

Brad Cleveland

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

Customers are changing the game when it comes to customer service, by changing the channels they use most. 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. Contact centers are working to address this growing and changing channel use.

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

Smartphone Statistics

Brad Cleveland

… Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Mobile Research/Statistics Social Media Brad Cleveland customer access strategy customer experience Customer service statistics mobile customer service

A Fundamental Shift in Customer Service

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Mobile Social Media Videos Brad Cleveland customer experience customer relationships mobile customer service

The Channels of Service Organizations Provide

Brad Cleveland

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email … Uncategorized Contact Center customer access strategy Customer service statistics mobile customer service Social Media

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017


At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees.

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?


Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Service Cloud ranges from $75-$300/user/month.

Customer service in a mobile-first world


Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world.