The Emergence of Mobile Customer Service
Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, A Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings […]
Channel Adoption and Usage Study in Customer Service: Third Year
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]
