Today’s customer expects a lot from your communication channels
We certainly don’t envy the role of VP Customer Service these days....
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Live agent chat and its escalation-to-voice problem
As the multi-channel call center gets more and more common, implementations of...
Implementing Live Chat? Escalation-to-voice is critical
A number of companies are experimenting with providing an option for real-time...
Challenges of multi-channel customer service
More and more channels Today’s customer expect that your company is reachable...
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Third Canadian bank in 2 months releases an iPhone app
Last month, two of Canada's 6 major banks have released iPhone apps:...