When it comes time to prepare Retailers and B2B's for the necessary change needed for a new eCommerce Channel, one of the most common questions I receive is... Where should the Customer Support team sit within the business structure and who should they report to? It's a valid question and becomes a hot topic due to the necessity to wrap "employee accessibility" around the new eCommerce Channel: "employee accessibility" is all about making employees accessible to people while they are engaging...
