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 circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel,...
Should We Have a Chief Customer Officer?
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 impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...