(c)iStockphoto/PeskyMonkey Organizations have been able to work more efficiently thanks to the creation and adoption of smartphone technology. A workforce using smartphones can manage their time more effectively with the use of tools such as email, collaboration and calendar on smartphone devices. However, organizations have not tapped into the full potential of smartphones. Some organizations have encountered difficulties as they add more smartphone base applications. Getting smartphone applications right could unlock great potential. Read More
Endless wait times, unprepared and misinformed customer service representatives, no transfer of information when switching from one communication channel to another – it’s safe to say, consumers are tired of the experience they get when trying to get support from many organizations. Businesses have long recognized the importance and value of delivering high end customer service, many continue to struggle to provide service in ways desirable to the end customer. A recent study (Philipp Klaus: Measuring Customer Experience)1 states that 80% of CEOs believe their companies deliver outstanding customer service, while the same study indicates that 8% of those customers feel the same way. What is the cause for this massive perception gap? Read More
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