Agile Service
Kate Leggett, Forrester Analyst discussed the meaning of her statement "multi-channel customer service is dead. Long live agile service".
The Social Customer Part 2
Paul Greenberg, , President of the 56 Group and author of CRM at the Speed of Light, talks about how companies should prepare to engage with the so called 'social' customer.
The Social Customer Part 1
Paul Greenberg, President of the 56 Group and author of CRM at the Speed of Light talks about the core tenets of a relationship with the social customer.
Multi Channel Customer Service Part 2
Kate Leggett, Forrester Analyst talks about the importance of multi-channel communication, what the drivers for investment are and what barriers prevent organizations from investing in this
Multi Channel Customer Service Part 1
Kate Leggett, senior analyst for Forrester talks about the importance of good multi-channel service and how this is not only good for customer service but can provide good ROI.
Multi Channel Customer Service
In this video Anne Marie Forsyth the CEO for the Customer Contact Association talks about the use of Multi-channel for customer service.