Yearly Archives: 2014
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...
Read More >>>Want to Deliver Consistent Service? Build a Customer Access Strategy
For the First Time Ever, the Customer Is in Control
Empowering Agents with the Right Information and Training
Anticipating Customer Needs
The Single Most Important Element of All
“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are...
Read More >>>How to Improve the Accuracy of Your Schedules
Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that...
Read More >>>Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Secrets to Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees...
Read More >>>