Category Archives: Customer Service
Anticipating Customer Needs
The Single Most Important Element of All
“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are...
Read More >>>Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that...
Read More >>>Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Secrets to Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees...
Read More >>>Is Social Media a Risk?
The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share
The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet...
Read More >>>Measuring Social Interactions
Four Best Practices in Mobile Customer Service
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity...
Read More >>>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...
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