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 managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date. A...
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 high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software. They...
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 Board of Experts “ask the experts” article by Hannah Brewer. Note: This article is no longer available. You can find...
Staffing for Mobile
