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 >>>Category Archives: Mobile
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
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 >>>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...
Read More >>>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 >>>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 >>>A Fundamental Shift in Customer Service
Is Mobile a Channel or a Strategy?
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for...
Read More >>>Going Mobile: 1980s and Now
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is...
Read More >>>Mobile Customer Service: New Statistics from ICMI
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of...
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