As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel. We recently picked the brain of Ryan Stewart, our Vice President of Canadian Operations and Global Contact Center, to learn why chat is gaining in popularity, how it compares to other customer communication channels and which organizations should be using it.1. Chat has been around for two decades, yet it...
The results of Market Force Information’s annual US banking study are in, and it’s good news for the retail banks. Consumer sentiment appears to be improving, as evidenced by the fact that 57% of those surveyed are very satisfied with their relationship with their primary bank – that’s up 8 percentage points over last year. Banking customers are also more inclined to recommend their primary bank to friends or colleagues.So why, specifically, is satisfaction up? Which aspects...
Many restaurant chains are claiming their traffic is down because of Millennials' changing dining habits. And it is true that we are becoming a nation of “autonomous customers” who research restaurant reviews and move easily between brands. Another change affecting Millennial restaurant traffic is an increase in food-delivery services (see “Food-delivery services are exploding," October 10, 2017.)However, flying in the face of the assertion that Millennials are the...
If you’ve felt like food-delivery service is exploding, you’re right. According to investment firm Cowen, this trend is expected to continue."All in, we forecast delivery to grow from $43 billion in 2017 to $76 billion in 2022, 12% annually over the next five years," said Cowen chief analyst Andrew Charles. "Our Survey data shows plenty of room for Online to take share." (Thomas Frank, “Home food delivery is surging thanks to ease of online ordering, new study shows,”...
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