Do You Know Exactly What Customers Want From Customer Service?

Customer Experience Data

80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […]

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Customer Service Nirvana: Why You Should Never Wait In Line Again

Customer Service Wait Time

Waiting in line is the ultimate dread for any customer working with customer service. The epitome of customer service excellence and what I consider customer service nirvana is the ability for an organization to achieve a level of customer service perfection where customers no longer have to wait in line. When we started DigiCert, a […]

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4 Reasons You Need Customer Interaction Analytics Yesterday

Customer Data Analytics

Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it highlights a call center’s strengths and weaknesses, information that is crucial to improving both customer satisfaction and efficiency in the workplace. With more and more work in contact centers being […]

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5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

Amazon Customer Service Experience

If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […]

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