less-than-10-percent-of-customers-say-they-always-receive-excellent-service 
CSM Magazine
MARCH 22, 2018
Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are.
CSM Magazine
MARCH 22, 2018
Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are.
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Beyond Philosophy
MAY 4, 2023
After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. 10 Rules for Building a Successful Consultancy Be brave and be committed. Have the right mindset. Prepare for hard work.
CCNG
JULY 27, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Should we focus on resolving the customer's issue and aim for high Overall Satisfaction (OSAT)?
Fonolo
NOVEMBER 17, 2020
Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.
DMG Consulting
MAY 16, 2019
Today bots are available to handle a growing number of common and unique front- and back-office tasks and shared business activities services. Twelve years ago, desktop analytics (DA) technology entered the service world, promising to empower business managers with automated next-best-action or real-time guidance.
CSM Magazine
AUGUST 1, 2018
As Illman, and anyone following the F1 calendar knows only too well, Monaco at GP time epitomises everything that’s great about Formula 1 racing – speed, glamour, passion, noise and more than a hint of danger as cars drive perilously close to barriers lining the narrow streets. Then 10 minutes later,” Illman grimaces, “They were back.
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