Customer Service Accessibility

Study Highlights Multichannel Practices

Oct 28, 2013 | Customer Access Strategy

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents...

Text as a Service Channel

Oct 11, 2013 | Customer Access Strategy

According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X...
Customer Service Accessibility

The Channels of Service Organizations Provide

Oct 9, 2013 | Uncategorized

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound            ...