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 >>>Category Archives: Customer Access Strategy
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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