Developing a Mobile Customer Access Strategy
How Contact Centers Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve...
KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets...