Mobile Customer Service: 2013 and Beyond
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Mobile Customer Service: 2013 and Beyond

Is your contact center ready to go Mobile? With smartphone adoption on the rise, contact center leaders are tasked with integrating mobile customer support into their already channel-crowded centers. In late 2012, ICMI surveyed 422 contact center professionals to better understand the community’s intentions around mobile customer support for 2013 - and beyond.

To find out more of what ICMI uncovered, including insight into how contact center leaders can prepare and execute a successful Mobile Customer Service Strategy, purchase the 2013 research report, or download the complimentary whitepaper Build a Mobile Customer Service Strategy, which includes the five key benefits that contact center leaders can expect to gain by building a mobile strategy.

Topics: Mobile, Self-Service, Technology


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Sarah Stealey — 9:35AM on Feb 13, 2013

I'm at the Customer Response Summit in Florida this week and we're actively talking about mobile! Their recent research also supports ours at ICMI. Customers have mobile devices, they want mobile support, and companies need to figure out how to provide it!


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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