Tag Archives: strategy
The Single Most Important Element of All
“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are...
Read More >>>Shaping Your Mobile Customer Service Strategy
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...
Read More >>>Our Customers are in Control: 5 Factors for Success
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities,...
Read More >>>Call Centers Can Be Any Size
How Contact Centers Behave
A Case Study in Improvement
Reports Must Tell the Truth
Do You Hire for Skills or Affinity for Service?
My Passion for Customer Service
The Edge of Service, Issue 5: Customer Interaction is Changing the Game
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the...
Read More >>>