This blog also appears on the CustomerThink website here.
by Igor Sarenac
As you read these lines, a small but powerful body of individuals is becoming more vocal about their dissatisfaction with corporate America. I don’t mean the “Occupy Wall Street” movement, but rather, another group with significant long range influence over the future of U.S. business: consumers upset over the high effort and frustration of interacting with customer service.

by Mike Serpan
Today, consumers have at their fingertips a wide variety of ways to interact with the companies with which they are customers.  They can pick up a phone and call a help line; log on to the Internet and access a company Web site; write an email or send a tweet; or use their smartphones to send a text message or access a mobile app.

by Julie Maier
Many people  would be surprised to learn that web chat has become the second most preferred customer service channel, and that Baby Boomers now prefer Web chat almost as much as their Millennial and Gen X kids.
New research from Convergys on the customer experience is revealing new insights about chat. Convergys’ 2011 U.S. Customer Scorecard Research shows that 31% of consumers from all age groups view chat as one of their top two service channels, along with phone support. Email and online self-service trail chat in customer preference.

by Carl Davies

by David Lopes

By David Lopes

This blog first appeared in Communications Technology June 28, 2011, here.
by Morag Lucey

By Aaron Payne
Creating and keeping the trust of customers can be directly linked to the quality of service experience they receive from an organization. Convergys research has shown that customers value companies and brands they can trust to deliver superior service and understand exactly what they want.

The popularity of social channels for public expression is growing at an astronomical rate.