“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...
Read More >>>Category Archives: Multi-channel Support
Staffing for Mobile
5 Secrets of Accurate Scheduling in Today’s Contact Center
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
Read More >>>Encouraging Customers to Use Self-Service Channels
The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink
The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink...
Read More >>>Building a Customer Service Ecosystem
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>Improving the Accuracy of Schedules
How Will the Internet of Things Impact Contact Centers?
As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service...
Read More >>>How Will the Internet of Things Affect Customer Service?
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to...
Read More >>>Can Social Media Generate Revenue?
You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated...
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