Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for...
Read More >>>Category Archives: Customer Service
60 Million Hours?
According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?
Read More >>>Keeping Up with Customer Service Changes
Implementing Video Chat?
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the...
Read More >>>The Changing Role of Supervisors
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging...
Read More >>>Be Careful When Interpreting Benchmarks
A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn,...
Read More >>>So Many Ways to Interact with Customers
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral...
Read More >>>Interview on Building a Customer Service Ecosystem
New Speaking Demo, New Era of Customer Relationships
How’s Your Mobile Customer Support?
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015,...
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