From the Editor
The explosive growth of digital channels in recent years is changing the face of service delivery. But while organizations scramble to provide every possible channel to customers, the process and operations management side has yet to catch up with the technology.
Cultivating your own branded community can help to build stronger social relationships that will deliver value for your customers and the business.
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM