Filed under: Uncategorized | Tags: ant cology optimization, customer service, KPI, Mark Angel
By Mark Angel
If ants have to choose between two unequal length paths from a source of food back to their colony, they ultimately always choose the shortest, easiest one. Here’s how it works:
- Ants run around the colony, more or less randomly, looking for food.
- If an ant finds food, it returns back to the colony, and leaves on the ground a scent trail.
- This scent trail attract nearby ants, which will follow this path and strengthen the scent of the trail, attracting more ants, strengthening the trail…
Ant colony optimization can be analogous to customer service. (more…)
Filed under: Uncategorized | Tags: customer service, Customer service management, email, email customer service, email management, Vikas Nehru
By Vikas Nehru
In 1971, when the first email was sent, a future of unimagined potential was born. Today, email is everywhere with studies estimating that there are over 1.3 billion email users worldwide sending about 210 billion emails every day.
In addition to widespread use for personal communication and collaboration at work, consumers rely heavily on email to interact with businesses. Email as a customer service channel now represents 19 percent of all customer interactions, according to Aberdeen Group analyst Sumair Dutta. Particularly for non-urgent requests, consumers prefer using email because it’s more convenient, accessible and timely than phone service.
