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 text messaging with customers. SMS and newer texting channels like...

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

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 two-way interaction (e.g., an appointment reminder alert that asks the...

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 the top issues that the adoption of video chat presents. ...

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 it can fundamentally change our contact centers—might be a surprise....

Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs. 168, according to mobile analytics firm Flurry). Or doing both....

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