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...
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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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