Your retailers, distributors and intermediaries provide an important sales and marketing channel for your products. They enable you to deal with customers in ...

Email, social media, phone calls—it's easy for IT solution providers' customers to feel overwhelmed if they don't have a handle on each of those channels. Here, the COO of Zendesk, Zack Urlocker ...

Frankly, I’m tired of the terms omni-channel and multi-channel. For several years everyone has been talking about omni-channel support or multi-channel support. Being able to connect to a company on ...

In an age of instant gratification, consumer savviness has driven companies to become more customer-centric. However, as companies improve their customer experiences, customer expectations will ...

I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both ...

Across the contact center world, debate ensues over what customer support channels organizations should implement. CX is the No. 1 competitive advantage in the war for customer loyalty, and ...

This article was originally published on the FCR blog on September 16, 2016. Click here to read the original. Managing a customer service team that handles multiple support channels with their own set ...