Articles by Zack Urlocker

This story was originally published on Aug. 22, 2011, and is brought to you today as part of our Best of ECT News series. During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service ...

During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams will keep a history of all interactions. More recen...