2016 Customer Service by the Numbers – A Year in Customer Service Statistics

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From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …

Ho, Ho, Hold On: Poor Customer Service Has Consumers Not Feeling the Holiday Spirit

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Half of the consumers in the U.S. stopped doing business with a company this year because of bad customer service according to the Aspect Consumer Experience Index survey. One reason could be because most of them said they feel underappreciated by the companies they do …

4 Trends for an Exceptional Customer Experience in 2017

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2016 has been unforgettable and a banner year for some. It was the year Leonardo DiCaprio won an Oscar after six nominations. The year that astronaut Scott Kelly and Russian cosmonaut Mikhail Kornienko returned to earth after a record-setting 340 days in space. And, after 108 …

Contact Center Leaders: Are Your Managers Ready for Black Friday?

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The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …