Posted by Brett Loney on Mon, Aug 23, 2010 @ 11:07 AM
In order to have a company you must have a customer. In order to have a successful company your customers must be happy with your product or service. Product recalls and crises are something that every company wants to avoid, but unfortunately they do happen. Our growing global economy is one of the driving forces behind product recalls because product safety requirements and regulations in one country may not be the same as the country in which the product is sold. Federal agencies are constantly tweaking product regulations to meet the demands of voters. Nowadays, product recall alerts can be spread rapidly through many channels:
- 24-7 media outlets are constantly on the lookout for product recalls and informing the masses of new product regulations.
- Social media has made it possible for each and every person to become a live reporter through “news feed” outlets on their Facebook and Twitter pages.
- Recalls.gov offers a product recall mobile phone application that allows users to type the name of a product into their Smartphones and learn instantly if that product has been recalled or has any safety issues.
When forming your crisis management strategy keep in mind that your call center will provide the first point of communication with your brand and the consumer.
If you operate your call center in-house you will probably be overwhelmed with the sheer call volume that will ensue after a product recall is ordered. The costs to hire in-house call center agents after a product recall in a timely fashion may be insurmountable. Additionally, the brick and mortar cost of an in-house call center operation is an unnecessary expense you can avoid by outsourcing your call center services.
Companies may even turn to outsourcing their call center work load solely for back-up. For example, your company provides a high-risk electronic appliance that could be recalled for safety concerns. Currently you don't receive many inbound calls, but if a product recall were to occur your call volume would be to much to handle. To solve this problem, outsource your crisis management work load to a professional inbound call center. That way, if anything were to happen you would be provided with instant 24-7 professional support.
When choosing an outsourced call center to meet your product recall needs the most important question you want answered is, “Does your organization have product recall/crisis management experience?” If the answer is no, then you should look else where. If the answer is yes, then the call center should provide the following services:
- Scalability- Can the call center staff agents fast enough to meet increased call volume demands.
- Quality- Does the agency just offer an abundance of agents on call or can they provide a sufficient amount of quality agents with experience and even expertise in your industry?
- Multi-channel capabilities- Can the call center reach customers through voice, live web chat, email response and interactive voice response (IVR)? Each customer is different and depending on your business it may make more sense to meet the customer’s requests through email rather than phone calls.
- Customized reporting and call monitoring- To ensure that call center agents are meeting your standards calls will be recorded and monitored by account managers.
- Advanced technology and technical integration- can calls be directed to the best agent depending on the customer’s problem by accessing your internal CRM system in real time?
Click here to find out how The Connection can provide your company with product recall support.
Posted by Brett Loney on Fri, Aug 20, 2010 @ 10:12 AM
Order a product online and have it shipped to your door within three business days at a cheaper price than actually going to a store and buying the product. Sounds like a no brainer right? Who wouldn’t buy a product online versus having to pay for gas and spend additional time out of their day to purchase something that’s just a few keyboard clicks away.
According to Forrester Research, US online retail reached $155.2 billion in 2009 and is projected to grow to $248.7 billion by 2014.
You may have the hottest trending product around, great prices, a superb web design and internet marketing scheme with tons of organic traffic and even have enough sales volume to offer free shipping, but one of the most important factors that will determine whether your company sinks or swims is customer service.
Zappos, the online shoe company, is a prime example of a company that has built their online success by going above and beyond customer service expectations. 24/7 phone support, live web chat option, free shipping, 365 day return policy, and safe shopping guarantees has made Zappos a billion dollar company. Take Tony Hsieh, the CEO of Zappos word for it “We sell customer service. Hopefully, 10 years from now, people won’t even realize we started out selling shoes.” In other words, no matter what it is your selling you must provide quality customer service through various channels to encourage repeat customers and generate brand loyalty.
Many successful e-commerce companies have chosen to outsource their inbound call center and live web chat services. By outsourcing both phone and live web chat support they have seen significant results with increased sales conversions and stronger brand loyalty.
What are the key benefits of combining multi-channel phone support, live web chat and email response customer service options for the consumer?
- Time and Energy- An immediate response platform for customers to ask questions and get answers quickly.
- Rapport- the conversation between the consumer and the customer service agent can be saved and stored away for the customer to view again later rather than taking notes while talking to the agent on the phone.
- Options- Allows the customer to contact you in any way that they prefer. For example, let’s say the customer has a long, detailed question. He or she is more likely to turn to phone support to have that question answered. Now say if that question is something short and direct like “Do you offer that T-Shirt in blue?” then they may prefer live web chat. The more options the better.
What are the key benefits of combining multi-channel phone support, live web chat and email response customer service options for the business?
- Revenue- Through providing proactive chat offerings the agent can engage the customer into potentially spending more on additional products or services and answer any questions the customer may have.
Quality Customer Service -> Happy Customer -> Repeat Business and Brand Loyalty
- Efficiency- The contact center agent can handle more than one question at a time.
- Monitoring- The company can monitor which questions and concerns are being asked most frequently. With that data they can re-structure their marketing efforts around what the customer is saying.
- Routing- Rules-based routing of all emails to prioritize and deliver emails to the appropriate agents.
Posted by Brett Loney on Thu, Aug 05, 2010 @ 04:41 PM
As of now there are three different options that people have to access the internet on their computers.
- Broadband- You use a DSL or Cable Modem if you are accessing the web at home. If you are accessing the web at work you are using either a T1 or a T3 line. Broadband is fast, but expensive and doesn’t cover nearly as much ground as Wi-Fi.
- Wi-Fi- Through the use of wireless Wi-Fi routers you can be lounging on your couch watching TV and be connected to the web. There are also Wi-Fi hotspots in restaurants, hotels, coffee shops (all Caribou Coffee’s offer free Wi-Fi), etc. An issue with Wi-Fi is that range is limited.
- Dial-up access- If you still hear that wonderful screeching sound every time you log on you probably live in an area where broadband is not available or a little too pricey for you.
Now that there are Mobile devices with Smartphone technologies and internet capabilities there is a gray line between what is a phone and what is a computer. For example, iPads may represent the end all of computers because the keyboard that I am typing on may no longer be necessary with advanced touch screen capabilities. With WiMAX around the corner and a transition from 3g to 4g people may switch from computers to devices like Smartphones that provide everything in one package.
Wireless providers are working feverously to expand their WiMAX (Worldwide Interoperability for Microwave Access) networks beyond major American cities in order to provide nationwide 4g coverage.
Before you continue reading on about the future of how people will connect to the web I need you to make a decision. In front of me I have two pills. You take the blue pill, the story ends, you continue believing in a world that is dependent on transmission speeds of 14 mbit/s and spotty coverage. You take the red pill, the story goes on, and you will learn about the wonderful WiMAtriX world that lies ahead.
.... If you are still reading this post you have made a wise decision.
First off, what is the difference between 3g and 4g?
The g stands for generation and represents a set of standards that a cellular device must meet to be coined 3g or 4g. The difference between the two really lies within compliant technologies. The most significant technological advance that 4g phones have is the integration of WiMAX, or what I referred to as the "WiMAtriX." Currently most phones meet 3rd generation requirements, however, the 4th generation is right around the corner for most carriers and available now with Sprint’s Evo.
The International Telecommunications Union sets the standards for cellular “generation” requirements and as it stands the projected transfer speed for 4g (WiMAX) mobile devices will be 100 Mbit/s. Data transfer speeds for 3g phones are quite a bit slower at 14 Mbit/s. The speed in which 4th generation phones will generate for its users will be quite astounding considering that you will have broadband speeds in a mobile device.
*Note- Many people confuse the iPhone 4 as having fourth generation capabilities. The iPhone 4 may have smashed record sales for Apple, but the product in fact does not meet fourth generation requirements. Keep in mind that 4g towers have not been spread across the country quite yet so even if you have a 4g phone the product will not reach its potential unless you are operating in 4g territory.
WiMAX... What is it?
This video breaks everything down nicely.
In short, WiMAX spreads coverage out far beyond that of Wi-Fi hotspots and transfers data at broadband speeds (100 mbit/s). Ultimately, once enough WiMAX towers have been established around the country people will have access to the internet from just about anywhere.
In the past, wireless service providers offered split lines, one for voice and the other for data. WiMAX is based on the idea of an all IP network where a single pipeline supports voice, data and visual services seamlessly. Everyone who owns mobile devices with 4g capabilities will be connected on the go and in their cars to the same extent as if they were working from their office computers.
If service providers fulfill their task of WiMAX expansion across the US demand will be high, but not without competition. In the next year, Google is planning on launching Google Fiber, a broadband internet network, to provide ISP connections at one gigabit per second (equivalent to 1,000 megabits per second). At that speed, WiMAX wont be able to compete and Google may dominate the market. However, the price to hook up just one lucky city with Google Fiber will cost billions of dollars and expansion to other cities will take a lot of time and overhead. If the project is successful, Google Fiber may be in a neighborhood near you someday soon. Hopefully this tenacious effort by Google will encourage other ISP providers to step their game up.
As technology improves and 4g becomes the standard, customer service and tech support will rise again as a key distinguishing factor.
Call centers will be in high demand to answer questions about new products, services and troubleshooting on issues that revolve around 4g networks. Gartner, a technology research company, predicts that by 2012 SmartPhones, such as the iPhone and Droid, will account for 65% of all handset sales. If we really are on the verge of a 4g revolution, everyone will expect superb connection and fast internet speeds. Anything short of this expectation will result in a lot of backlash from consumers. Providing exceptional customer service support will be crucial for companies looking to retain their customer base. Just think how much you currently use your cell phone in your work and personal life and how frustrating it is when your phone drops an important call or you are lost and can’t access your GPS app due to bad connection. For the most part, all of those connection issues will be expected to be solved and with any new product or service there will be setbacks. Knowledgeable customer service and technical support call center agents will be needed to assist customers with billing, connectivity retention or to offer new products.
When looking to outsource your wireless call center services you will want to be confident that your agents have knowledge of 4g technology and experience taking calls related to the broadband industry. Once 4g becomes ubiquitous and all wireless providers are touting their exceptional speeds and remarkable service coverage it will be the quality of customer service and the ease of receiving technical support that time and time again will differentiate companies from the rest. You will want to be confident that your call center account manager has experience monitoring agents taking wireless related calls because they will know what kind of productivity levels are to be expected out of their agents. The experienced wireless account manager will also know how to motivate and get the most out of their agents to ensure that they are reaching their potential.
Question...
Do you think Smartphones will one day replace computers?
Posted by Brett Loney on Thu, Jul 22, 2010 @ 11:34 AM
This week's guest blogger is Bill Samuels, President of Telesales Services a call center referral agency. He answers some common questions that he encounters regarding outsourced call center work. Bill is a call center industry expert that is highly acclaimed as a call center outsourcing consultant.
1.) What are the key benefits of call center outsourcing?
Call centers provide companies a method of interacting with current and prospective customers to handle their telesales, telemarketing and customer service requirements.
With the advent of technology, call center service providers have more capabilities than ever before. Businesses are exploring ways to reduce expenses and overhead, maximize their profits and expand their capabilities by using call centers that specialize in specific areas. Therefore, call center outsourcing has proven to be beneficial especially without having to sacrifice the quality of services provided.
The benefits of call center outsourcing include the cost savings that can be derived from the reduction in overhead and labor costs required to host the call centers in-house. Call center outsourcing allows a business to reduce the labor and infrastructure costs of a call center by contracting the work to a third party that specializes in call center activities. Labor cost reduction is by far the most significant benefit of using call center outsourcing.
Another benefit for a business utilizing call center outsourcing is that it allows the business to take advantage of the new technologies that an outsourced call center may provide. The growth of technologies that utilize the internet by many outsourced call centers gives businesses a likely edge over their competitors. The outsourced call centers often use the latest customer relationship management tools to achieve the best in customer service. The new call center technologies provide better interaction between businesses and their customers and allow businesses to reach new customers and achieve greater market penetration.
If you do not have the capability to provide an in-house call center then outsourcing is a great option. A small business can gain greater market share, reach a wider audience, and provide better services when employing an outsourced call center. For a new business using call center outsourcing, it gives them an immediate entrée into the market and allows them to have a ready made support staff.
For most businesses call center outsourcing is beneficial because it allows them to focus on their core business and reduces or eliminates the need to have a call center in-house. These businesses can devote their staff to performing the duties of the business and eliminate the need to deal with tasks such as commodity telesales, product troubleshooting and customer service issues.
2.) What are the key elements a client should consider when choosing an outsourced call center?
- Flexibility: Do they have the flexibility to scale their services and to support increases or decreases in call volume?
- Experience: Does the call center have the experience with the type of calls I am outsourcing? Do they have experience in my industry?
- Financial Strength: Does the call center have the financial stability to be a long term partner?
- Management: Is the management of the company committed to its success and to mine? How long have key management members been with the company?
- Employee turnover: Do the employees of the company stay with it? What is the attrition rate?
- Technology: Does the company have the capacity and the technology to support my needs? Is the infrastructure sound? Is there in-house expertise available for collaboration?
- Feedback and Reporting: How fast and how easily will I be able to get feedback on the customer experience? What reports are available and how often will I get them?
- Quality: Do they have digital recording, remote call monitoring and web based quality reporting tools? What are their quality best practices?
- Training: What training is provided to the people representing my business?
3.) What do you look for in a call-center agent?
There are a number of factors for consideration when evaluating the benefits of an outsourced call center and it starts with their call center agents. The extensive interaction between a customer and the call center agent requires a sophisticated call center agent. The call center agent with the appropriate skill set utilizing the latest technology is enabled to deliver a high level of service to the customers.
Call center agents require more skills today. Strong phone skills are mandatory. In addition the ability to craft an email response or handle online text chat sessions to the customer’s satisfaction is critical. Call center agents are expected to access the customer’s contact information utilizing the applicable scripts and knowledge base to address questions during a live conversation to ensure an excellent customer experience.
Posted by Brett Loney on Thu, Jul 15, 2010 @ 02:36 PM
Many companies are quickly realizing the importance of social media and looking for ways to track and monitor what consumers are saying about their brand online. Interactive Intelligence, a contact center software provider, has partnered with Buzzient to create a social media monitoring, routing and analytical tool. The partnership and product will be very appealing to call centers and companies for two reasons.
- The social media monitoring tool will allow users to monitor what people are saying about their brand through popular networks (Facebook, Twitter, Linkedin, etc.) and automatically apply a sentimental value to the comment (positive, neutral, negative).
- Interactive Intelligences routing software will send the social data pertaining to specific keywords directly to people of interest in the office, or a department of interest.
For example, your company provides consumer products and you notice that there were 20 negative tweets about one of your specific products not meeting the consumer’s expectations.
That twitter information could be transferred directly to your customer service management team and the angry customers could be contacted directly through a twitter update or a direct tweet using the @ symbol and their username.
(Check out an example of McDonald's direct tweet strategy on their official twitter account below)
Here’s what the owners of Buzzient and Interactive Intelligence had to say about the partnership via the Interactive Intelligence Blog
- “Most organizations today understand the benefits of social media applications – from improved customer service and retention, to better products and services,” said Buzzient CEO, Timothy Jones. “Without integration to a company’s communications routing and reporting systems, however, there is a far greater chance for wrong, inappropriate, or inefficient responses, which can turn minor customer annoyances into major public crises.”
The Buzzient tool will definitely help companies receive warning signs that an emerging threat or crises is around the corner. Some twitter accounts work directly as a customer service communication portal where almost all the tweet content is directed at improving relations with its customers. Companies that are actively involved with social platforms and highly customer service orientated (B2C) will be able to save time searching for what people are saying about their brand and leverage free customer data through the use of social tools like the one Buzzient provides.
- “Social media now represents an amazingly fast-growing communications channel,” said Interactive Intelligence chief marketing officer, Joe Staples. “For years our solutions have enabled customers to effectively manage phone calls, faxes, e-mails, Web chats, and business objects. Buzzient now adds social media content to our multichannel mix, so regardless of the media type users are assured that information is routed to the right person for strengthened customer relationships and enhanced brand opinion.”
It is no secret that social media is growing rapidly and people are uploading data and transferring it across online platforms like never before. According to comScore.com, Facebook had a web traffic high of 141 million unique viewers in the US this June. Google had 179 million unique visitors across all of their sites in the month of May. This shows that Facebook, a social media platform, is nipping at Google’s heels to be the most regularly visited site on the web.
As social media continues to grow and more businesses ride the social wave, consumers will be more aware of the power they have to interact with brands and threaten to jump ship if they feel like they aren’t receiving proper service. Nowadays, if you anger one customer, he or she can strike back by shouting not only at your brand, but to the millions of social media-ites surfing the web.
Customer service has never been more important and social media is the driving force behind providing consumers a voice like never before.
In my opinion, real-time data updates from social media platforms are going to cause companies to need an edge like social tools and softwares to actively monitor such a plethora of information. I think this quote explains it best.
“The world is changing very fast. Big will not beat small anymore. It will be the fast beating the slow” – Rupert Murdoch
What do you think?
- Does this partnership forecast an onset of social media analytical tools and softwares being utilized in the call center industry?
- Does your organization participate in social media marketing? If not, what is your reasoning?
- Have you ever posted a comment, update or tweet directed towards a company and not received a response?
- Do you feel like it’s an intrusion of privacy to have your social media data monitored?
Posted by Brett Loney on Mon, Jul 12, 2010 @ 10:06 AM
Three things to consider when scheduling your call center workforce to maximize service and minimize cost!
- Long–term planning: Through long-term planning the number of agents needed to meet the volume demands and average handle time (AHT) can be established. Taking the extra time to adequately plan for the volume will make the recruitment, hiring and training process go a lot smoother.
- Short-term scheduling: Creating schedules each week, two weeks in advance, allows your workforce to align staff to maximize both service levels and agent utilization. Scheduling to arrival patterns is vital to ensure both service and meeting cost targets.
- Real-time management: Last minute changes can cause stress to call center agents and hinder customer service. You should utilize workforce management displays to allow workforce teams to make minor real-time adjustments (adjusting call priorities, ensuring agent schedule adherence, moving agents from one program to another, or scheduling ad hoc training classes).
Posted by Brett Loney on Mon, Jul 12, 2010 @ 10:05 AM
Earlier this June, Senator Charles Schumer (D-NY) proposed legislation that would tax companies that transfer calls with American area codes to foreign call centers.
If the legislation is passed, companies that outsource their customer service calls internationally will be charged an additional $0.25 cent tax per call.
The bill additionally states that companies that choose to transfer calls to foreign call centers must disclose the specific country in which the call is going to. The Federal Trade Commission (FTC) will enforce civil penalties if companies fail to fully disclose call center locations to the caller.
The proposed regulations intend to bring call center jobs back to the United States and make companies think twice about outsourcing call center work internationally.
Senator Charles Schumer
“If we want to put a stop to the outsourcing of American jobs, then we need to provide incentives for American companies to keep American jobs here,” said Schumer. “This bill will not only serve to maintain call center jobs currently in the US, but also provide a reason for companies that have already outsourced jobs to bring them back.”
Although it may be Schumer's intent to encourage the use of U.S. based third party call centers many industry leaders do not agree.
Outsourcing experts from the popular blog “HorsesForSources” opposes the legislation and state that a $0.25 cent tax is not enough to bring jobs back to the US. The article made the following statement:
“If the offshore call center is charging $18.00 per hour for each agent, who takes, on average, 20 calls per hour, this only knocks their costs up to $23.00 per agent/hour. A US domestic call center would likely charge clients $30 per agent/hour (or higher), so the cost differential still doesn't warrant pulling the work back. Conversely, offshore providers are more nimble with price flexibility and can easily squeeze rates down if this became an issue."
The majority of off-shore and near-shore call centers are located in the Philippines, India, Brazil, Indonesia, Ireland, Canada, Spain, Mexico and South Africa. Call center agents must have strong English language skills and serviceable knowledge of a client’s particular product or service to meet the needs of callers.
Theoretically, costs are cut by outsourcing calls internationally, however, the additional training and ongoing management fees needed to bridge the cultural gaps to ensure customer satisfaction can add up. Language difficulties may alienate and frustrate customers, resulting in longer talk times, and poor customer quality for your brand.
In addition, privacy may be a concern when companies look to outsource calls internationally. Many times, callers are asked to transmit sensitive financial information and private data such as bank account numbers, credit card numbers, or medical history information to call center agents. Other countries have more relaxed regulations on the handlings of such information. International identity theft may ensue from such poor regulations and have a detrimental affect on the image of your company.
All boils down to this…
When trying to decide a call center outsourcing strategy companies are faced with a tough decision. Do we improve customer service and go with a US call center or cut costs and find an offshore partner. Today’s economic woes may bait companies into the latter, but if cost is truly the concern companies need to think of the long term ramifications of poor customer service.
CUSTOMER SERVICE! CUSTOMER SERVICE! CUSTOMER SERVICE!
Nowadays, if a customer is to have a bad interaction with a call agent they can voice their experience like never before through online communities. Companies want to make sure that their customers are receiving impeccable service from their outsourced call center agencies. Difficult to understand call agents, dropped calls and wasted time is no place to start. If senator Schumer’s legislation is passed, hopefully, the playing field will be leveled and more jobs will be brought back to the US, but most importantly customers will get positive customer service interaction.
Companies that outsource their contact center services within the U.S. typically find that domestic agencies are predominantly more customer focused than off-shore agencies.
Happier customers generate long-term loyalty, and in turn more profit to the bottom line!
Posted by Brett Loney on Mon, Jul 12, 2010 @ 10:05 AM
On March 23, 2010 President Obama signed legislation to ratify health care coverage for millions of uncovered Americans by 2014. According to the nonpartisan Congressional Budget Office, the government is expected to spend $938 billion over the next ten years to ensure that everyone is covered. Insurance firms and pharmaceutical companies alike now have a 30 million-plus potential consumer base to go after. Substantial investments in call center agencies for customer service responsibilities will be utilized to meet the needs of such a vast influx of clientele.
Now for the ongoing debate – Do companies…
A) Outsource their call center work offshore
B) Outsource domestically
Before you select, let us internalize the type of people that may make health insurance related calls to your call center. Medicare recipients 65 and older who may have hearing aids will regularly be making calls to your outsourced agency. Hopefully, your agents will have a lot of knowledge about the health industry and most importantly, exude confidence, clarity and superb interpersonal skills with your clients. Can off-shore agencies deliver on such high expectations? Especially when the off-shore agents already face a cultural gap and will likely need extra training to truly understand America's ever changing health industry.
*Note- The healthcare reform is going to enforce that insurance companies no longer exclude coverage to people with pre-existing medical conditions.
Insurance firms, pharmaceutical companies and even doctors are going to have to revamp their marketing strategies to reach the competitive market of 30 million-plus consumers. However, the game is changing! No longer do “one-way” messages like TV ads and flyers cut it. Many consumers get their information online, especially the millennial generation, so expect web 2.0 social media strategies to be incorporated into all health marketing communications.
With that said... Will Social Media Really Continue to Grow?
Gartner, a technology research company, predicts that by 2012 Smartphones, such as the iPhone and Droid, will account for 65% of all handset sales. The increase of Smartphone sales foreshadows an even grander desire for people to connect to their social networks.
Superman: Listen; what do you hear?
Lois Lane: Nothing.
Superman: I hear everything. You wrote that the world doesn't need a savior, but every day I hear people crying for one.
(Superman could really use an iPhone in that picture above if he truly wanted to get a pulse for what’s going on in the world!) Hmm I think I just came up with a great Apple commercial.
What if marketers could have superman abilities and listen to what millions of consumers were saying about their brand. Now they can!
Social tools and software provide marketers with the ability to see what words and sentiments are trending at any given moment. Gatorade recently created a social media command center that allows their marketers to see who is talking about the Gatorade brand, what they are saying positive/negative, when they said it, where they are talking about it i.e. Facebook, Twitter, YouTube etc. In addition, their social media profiles provide detailed personal information including likes and dis-likes to the marketers as well.
In other words, social media is a marketing goldmine.
Search.twitter.com is an example of a social tool that allows users to search specific keyword(s) and find up to the second search results of everyone that has tweeted that keyword(s). For example, if you are to go onto search.twitter.com and type in “iPhone 4 reception” you will find sentiments like this
As you may know the release of the iPhone 4 received a lot of negative feedback from users complaining about poor reception. If Apple wanted to know just how many people were concerned about the phone they could use social networks to gage the severity of the issue. Then if they wanted to release a public statement they could turn to their own twitter and facebook pages to engage with the audience directly. Ultimately, social media provides companies with a vast amount of free information about their target audience and a platform in which they can engage with that audience directly.
What is the Twitter world saying about your brand?
If you are still a social media non-believer or think it is just a fad watch this video entitled "The Growth of Social Media".
*Key stats noted from the video via the popular Social Media blog - Mashable
- More than half of the world’s population is under 30.
- Facebook tops Google for weekly U.S. Internet traffic.
- Ashton Kutcher and Britney Spears have more Twitter followers than the populations of Sweden, Israel, Switzerland, Ireland, Norway and Panama.
- During the 4+ minutes it takes to watch the video, more than 100 hours worth of video will be uploaded to YouTube.
- Amazon sold more electronic books for the Kindle than physical books on Christmas.
- If you were paid $1 for each posted Wikipedia article, you would make $1,712.32 per hour.