From the Publisher
Doesn’t it seem like just 5 minutes ago that we were talking about a multichannel strategic plan that included email communication? Remember all the anxiety that communication channel created? We wondered if it should be calculated differently than our phone work. Should we have a different agent pool handling email since it required different skill sets. What should the service level goal be... and on and on.
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APRIL FEATURE ARTICLE
Multichannel Customer Experience

Do you have a strategic plan in place for delivering a consistent customer experience across multiple touchpoints? How to get the internal discussions started.  more...

APRIL INSIDE VIEW
FCR Leaders and Champions

Meet the recipients of SQM Group’s FCR Leadership and FCR Champion Awards. more...

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