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Explosion of customer channels calls for new metrics

With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels.
Consultant urges quick use of social in contact centers

A majority of companies will continue to avoid fully integrating social media channels with their contact centers, consultant Donna Fluss predicts.
Cross-channel CEM support: A work in progress

Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
Contact center strives for strategic role in CEM

It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to trans...

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Using 'chat' in call centers -- Part I

Wondering the most efficient way to handle chats? Learn how to handle customer service via chat in this call center tip. Ask the Expert
Using 'chat' in contact centers - Part II

What is the most efficient way to handle chats in the call center? Ask the Expert
Making CRM work for non-technical customers

What are some tips to develop CRM policies and technology to serve non-technical customers? Ask the Expert

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