Multichannel

A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be...

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...

Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of...

Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of...

I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that...

Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs....

No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...