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 we must work hard to create consistency across customer contact channels, especially emerging mobile channels....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 and higher levels of productivity and profitability. (In one example, Gallup...