Tag Archives: customer access strategy
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 >>>Want to Deliver Consistent Service? Build a Customer Access Strategy
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
What Should Our Service Level Be?
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 >>>7 Ways to Cut Costs with Minimum Customer Impact
Align the Organization to Deliver the Best Possible Customer Experience
Customer Service Accessibility
Study Highlights Multichannel Practices
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...
Read More >>>Text as a Service Channel
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...
Read More >>>The Channels of Service Organizations Provide
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...
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