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 opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide...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 channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should...
Best Practices in Multi-Channel Support
The Problem with Daily Averages (and the Solution)