Tag Archives: multichannel
Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that...
Read More >>>Measuring Social Interactions
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 >>>Forecasting and Staffing for New Channels
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social...
Read More >>>Best Practices in Multi-Channel Support
Is Mobile a Channel or a Strategy?
As 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...
Read More >>>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...
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