Yearly Archives: 2013
How Contact Centers Behave
A Case Study in Improvement
Perspective on Social Media
The Value Call Centers Create
Customer Service Accessibility
Reports Must Tell the Truth
Do You Hire for Skills or Affinity for Service?
A Dozen Ways to Cultivate Customer Relationships (eCornell)
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel...
Read More >>>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 >>>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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