Weekly Review: 3/11 Edition
Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.
Multichannel Customer Experience Still a Struggle for Companies
A recent study by NICE Systems and BCG found that despite the popularity of multichannel in recent years, companies still struggle to deliver a multichannel customer experience.
Conversational Commerce: What This Buzzword Means for Business
Think about the last time you did business with someone. There was mostly likely an exchange of information (name, address, etc.) or an exchange of goods (your credit card number in exchange for the latest Adele album). More likely than not, this exchange took place via a form, where you filled out fields in a […]
Weekly Review: 2/26 Edition
Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.
Chipotle’s Text for Burritos Campaign Doesn’t Quite Go As Planned
On Monday, Chipotle chains nationwide shut down their stores during the lunch hour to address the company’s recent health concerns. But, in an effort to make up for the company’s lost time, Chipotle offered what most people will never turn down–free food.
Weekly Review: 2/5 Edition
Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.
Artificial Intelligence in Business: 10 Important Statistics
Artificial intelligence is a growing trend in the business world. The IBM Watson Partner Ecosystem, for instance, allows companies to tap into the power of Watson for fields as varied as healthcare and education. In addition, the Amazon Echo Developer Network allows you to add voice functionality to connected devices and enhance Alexa’s skills. But what impact […]
Contact Center Metrics That Matter with Roy Atkinson
Two weeks ago, I had the pleasure of meeting Roy Atkinson, a senior writer and analyst for HDI and an all around customer service advocate. I had interviewed him for our 2015 customer service influencers report, but I was fortunate enough to be able to drive up to meet him in person and hear his presentation […]
5 Lessons Learned from Customer Service Failures
This guest post is written by Erica Strother Marois, the Community Specialist at ICMI. We’ve all been on the receiving end of poor customer service. Long wait times, annoying IVRs, unforgiving return policies, and a lack of channel options can all be maddening. And inevitably, these frustrations spill over to the front line employees. Customer service […]
It’s Not Too Late to Set Your Customer Service Resolutions for 2016
The New Year is a time for new opportunities—a time to turn over a new leaf, start a new habit and become a better person. Of course, the New Year is also a time for businesses to set goals, to reevaluate the past year and chart a new course for the year to come. Customer […]