Customer Service Roundup

A few recently posted items of note on customer service topics:

Mobile sales soar

The U.S. mobile sales of retailers charted by Internet Retailer in its 2017 Mobile 500 list will collectively grow by 24.5 percent this year. The same sales for retailers in countries such as China, France and Germany will at least double that, the magazine estimates.

Call time sweet spot

When is the best time for a customer to call a contact center? Mornings and mid-week – Wednesdays and Thursdays – generally have the shortest average wait times. The International Customer Management Institute collected that information during an interview with software firm Talkdesk.

ICMI: Top social KPIs

Faster isn’t always better – or is it? For call centers, the debate on efficiency versus empathy endures, ICMI noted in The Most Important Social Customer Service Media KPIs. ICMI offers examples of key performance indicators that measure speed, emotion and both.

Popular KPIs that measure both, says ICMI, include average resolution time (ART), first contact resolution (FCR) and personal service level (PSL). ART tells how long it takes to resolve the customer’s inquiry. FCR indicates whether the inquiry was resolved in the first contact. And PSL tells the percentage of time an agent spends on the phone.

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