Category Archives: Customer Access Strategy
How Contact Centers Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....
Read More >>>KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
Read More >>>Encouraging Customers to Use Self-Service Channels
Want to Deliver Consistent Service? Build a Customer Access Strategy
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
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 >>>Today’s Contact Center – The Internal Engine that Engages Social Communities
7 Ways to Cut Costs with Minimum Customer Impact
Align the Organization to Deliver the Best Possible Customer Experience
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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