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Many people dream of fame and success. For musicians, it's often about becoming a rock star. For community theater actors, it's about becoming a Hollywood star. For mobile app developers, it's about becoming the next Instagram. Customer service - it's something that tends to be less than stellar during the holiday season. Is it the intensity of the crowds, the pressure of the holiday deadline or the grumpy customer that most impacts the experience? Some of the responsibility is certainly on the consumer base, especially when they bring the wrong attitude to the interaction. But customer service agents should be trained on how to mitigate such issues and produce satisfaction. Co-browsing technology can help. Customers are increasingly dissatisfied with their contact center experiences, especially those individuals who are part of Generations X and Y. These customers want to interact with companies not only via voice, but also using web chat, smartphone applications and social media. That's the word from Dimension Data, who this month revealed new survey data on this topic. Every contact center tracks some kind of metric, measuring performance and matching it up against historical norms. Some contact centers track far more metrics than others, but most of them keep an eye on what used to be considered the most important: average handle time, or AHT.
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