Best Practices in Multi-Channel Support Mar 31, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Videos
Three Ways the Contact Center Contributes to Customer Experience Mar 3, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos
A Fundamental Shift in Customer Service Feb 25, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Mobile, Social Media, Videos
Drowning in Data? Set Your Sights on These Key Measures Feb 4, 2014 | Call Center, Contact Center, Customer Service, Leadership, Videos
Is Mobile a Channel or a Strategy? Jan 3, 2014 | Customer Access Strategy, MobileAs with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” It’s an important question — but without further...
