Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now...
Read More >>>Category Archives: Multi-channel Support
The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World
The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always...
Read More >>>Social Customer Care: Listen, Learn, and Dialogue
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into...
Read More >>>Encouraging Customers to Use Self-Service
eCornell Videos: Delivering Consistent Service
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.
Read More >>>Building Brand Engagement with Multichannel Services
New Technology: Leadership Is Essential
New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach,...
Read More >>>The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>Four Keys to Retaining Millennial Customers
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...
Read More >>>Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various...
Read More >>>The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are...
Read More >>>The Single Customer View – Myth or Reality
“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE...
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