Monthly Archives: April 2014
Four Best Practices in Mobile Customer Service
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity...
Read More >>>What Should Our Service Level Be?
Best Practices in Mobile Customer Access Strategies
So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center...
Read More >>>Should We Have a Chief Customer Officer?
Forecasting and Staffing for New Channels
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social...
Read More >>>Today’s Contact Center – The Internal Engine that Engages Social Communities
Shaping Your Mobile Customer Service Strategy
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant...
Read More >>>Quality Management Across Channels
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all...
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