The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk...
Read More >>>Tag Archives: customer access
Developing a Mobile Customer Access Strategy
KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
Read More >>>Want to Deliver Consistent Service? Build a Customer Access 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 >>>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 >>>Today’s Contact Center – The Internal Engine that Engages Social Communities
Align the Organization to Deliver the Best Possible Customer Experience
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 >>>Utilities Harness Social Media for Customer Service
“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in...
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