Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date. A...
Cell Phone Inventor Predicts the Next Big Thing
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is...
Leaders Need to Spend Time on the Frontline
The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software. They...