Checking In: JetBlue and Gladly Partnership Improves Customer Service
Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments...
Tag: multichannel
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Amid Messaging Channel Jungle, SMS Stands Alone
Text-based communication plays a growing role in customer service. There are several big questions around how...
How Social Media is Affecting Brand Perception in the Contact Center
The traditional call center is used as a central hub for consumers to call agents regarding...
How to Eliminate Hold Time in Your Call Center
The best way for a call center to stand out as a leader is through the...
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These 7 Charts Show Why Customer Service Needs to Get Smart about the Smartphone
With the end of the year approaching, the predictions are rolling out! Last week, we were...
3 Charts That Show the Voice Channel is Still King
Given the "multi-channel" future of customer service, you might think that the voice channel is losing...
The multi-channel challenge
Multi-channel call centers are getting more and more common. Today’s customer wants to reach you through...
Live agent chat and its escalation-to-voice problem
As the multi-channel call center gets more and more common, implementations of click-to-chat get more common....