Gail Hickert

Catalog companies need to be aware of three trends that will shape how business is conducted in the future, says Steve Rockwood, president at Alpine Access, a provider of Web-based customer service solutions, headquartered in Golden, CO. The trends are: • online customer service grows due to customer demand; • the labor market shrinks, and; • the Internet enables communication and a new way to work. For businesses that recognize customer service as a crucial component in customer acquisition and retention, the combination of these trends means forging a new customer service model that is flexible enough to handle multiple points of

By Hallie Mummert My Twinn leaves behind the brick-and-mortar call center for a Web-powered model Catalog companies need to be aware of three trends that will shape how business is conducted in the future, says Steve Rockwood, president at Alpine Access, a provider of Web-based customer service solutions, headquartered in Golden, CO. The trends are: • online customer service grows due to customer demand; • the labor market shrinks, and; • the Internet enables communication and a new way to work. For businesses that recognize customer service as a crucial component in customer acquisition and retention, the combination of these trends means