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Posted by Kate Leggett on September 13, 2010
One of the pillars of crafting an “ideal customer service experience” is to offer a consistent service experience across the communication channels that you support. So what does this mean for the service manager who needs to think about this problem from a pragmatic perspective? It means that:
To get there, service managers often start by asking, “What channels make sense to deploy?” This is a hard question, and an increasingly important one given the pressure today to deploy social channels. There is no single right answer — the answer depends on your customer demographics, the types of issues that your customer service agents field, and overall cost of managing channels effectively. What you should think about doing is:
Makes sense? Your thoughts, please.
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