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The Mobile Revolution: What Does it Mean for Contact Centers?  Jul 11, 2012 2:27 AM By Lauren Ziskie

This mobile revolution has consumers placing high demands on merchants to evolve their support models so they can resolve their issues on the fly, via their mobile or tablet device, and in between text messages. Here

4 Tips to Launch a Social Media Customer Service Program in Your Contact Center  Jun 05, 2012 11:53 PM By Lauren Ziskie

The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers. If your contact center is looking to launch or advance a social CRM program, here are 4 tips to remember.

5 Ways Contact Centers Can Use Web 2.0 Channels  Feb 28, 2012 11:51 PM By Lauren Ziskie

The voice of the customer has now amplified. This shift in consumer behavior does not signal the death of the contact center model, but an evolution in the way companies must address customer concerns. Here are 5 ways contact centers can connect with customers using Web 2.0 channels.

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