Category Archives: Customer Service
Forecasting and Staffing for New Channels
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social...
Read More >>>Today’s Contact Center – The Internal Engine that Engages Social Communities
Shaping Your Mobile Customer Service Strategy
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...
Read More >>>Quality Management Across Channels
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all...
Read More >>>Best Practices in Multi-Channel Support
The Problem with Daily Averages (and the Solution)
Three Ways the Contact Center Contributes to Customer Experience
A Fundamental Shift in Customer Service
Drowning in Data? Set Your Sights on These Key Measures
Our Customers are in Control: 5 Factors for Success
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities,...
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