The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the...
Read More >>>Monthly Archives: October 2013
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...
Read More >>>The Challenges Our Clients Face
Why Some Call Centers are Better than Others
What is Customer Experience Worth to Your Company?
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times...
Read More >>>Text as a Service Channel
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem...
Read More >>>The Channels of Service Organizations Provide
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management...
Read More >>>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 >>>Packaging Matters
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters! So do the communication channels...
Read More >>>