As you may know, I write a monthly column - Rethinking Communications - for TMCnet, and the posts usually run in their flagship pub, Internet Telephony Magazine. Given the subject matter, this month's writeup is running instead in Customer Magazine. Unlike the near-instant world of online portals, the logistics around print-based publishing mean long lead times. This post was written a while back, and is just hitting the market now.
I think Amazon's Mayday button can impact the contact center on many levels, and if you can get past the novelty of a 15 second response time, and focus on what's really important for customers, the rest really shouldn't be that hard to do.
That's my teaser, and for the rest of the story, here's the link. I hope you find a few new ideas in my article, and as always, comments and suggestions for new themes are welcome.