Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and...
Read More >>>Category Archives: Multi-channel Support
How Many Concurrent Chat Sessions Should Agents Handle
Developing a Mobile Customer Access Strategy
Encouraging Customers to Use Self-Service Channels
Social Media Presence vs. Social Media Customer Care
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally...
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
Is Social Media a Risk?
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 >>>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...
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