Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33%...
After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. I selected a few things and handed my credit card to the person at the register....
