Yearly Archives: 2014
Three Ways the Contact Center Contributes to Customer Experience
A Fundamental Shift in Customer Service
Drowning in Data? Set Your Sights on These Key Measures
7 Ways to Cut Costs with Minimum Customer Impact
Align the Organization to Deliver the Best Possible Customer Experience
Our Customers are in Control: 5 Factors for Success
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities,...
Read More >>>Is Mobile a Channel or a Strategy?
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for...
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