ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations...
Read More >>>Category Archives: Customer Access Strategy
Text as a Service Channel
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem...
Read More >>>Shaping Your Customer Access Strategy for Social Media
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often...
Read More >>>Is Your Strategy Working?
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your...
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