Five steps to an employee effectiveness model

Your customers are coming to you via an ever-growing variety of channels: phone, e-mail, the corporate Web site and social media.

As a result, every employee is now customer facing — either directly or indirectly — and distinctions between the front office and back office are blurring.

• Bridging the great divide
• The power of context and persistence in voice self-service
• The cross channel customer experience
• Social Media: The next evolution in customer service and sales
• The cost of poor customer service