Skyrocketing Mobile Usage: Impact on the Contact Center

Is your contact center ready for the ongoing mobile onslaught predicted for 2017? E-commerce will never be the same as consumers continue to make more and more purchases from their mobile devices. What’s the impact on the contact center? It will be an extension of the impact being felt by retailers, which includes challenges in … Continued


Issue Resolution: The Primary Prerequisite for Customer Satisfaction

When customers call into contact centers, they are usually experiencing one of two problems: 1) a billing issue, or 2) product or service assistance. And quick resolution is their aim. Unfortunately, this is not happening regularly. Along with this complaint, customers are growing impatient with companies’ interactive voice response (IVR) systems. Together, these issues have … Continued


How to Resolve the Top Three Most Frustrating Customer Service Experiences

Microsoft’s annual U.S. State of Multichannel Customer Service Report is filled with helpful insights about customer expectations for service and engagement, and it confirms something most of us already know: A full 98 percent of U.S. consumers say that customer service is very important or somewhat important in their choice of, or loyalty to, a … Continued