Customer service in the digital transformation era

Customer service in the digital transformation era – Article by John Crossan, Vice President, EMEA, Zendesk Anyone…

Firstsource Survey reveals Text Messaging remains King on Smartphones

Firstsource Survey reveals Text Messaging remains King on Smartphones – But instant messaging apps starting to…

Social media customer interactions need to showcase excellent service not erode it

Social media customer interactions need to showcase excellent service, not erode it – says Aspect New…

Eptica Research – Consumers frustrated from brands on digital channels

Eptica research finds that UK and French consumers frustrated by lack of understanding from brands on…

CrowdControlHQ – Managing Social Media

CrowdControlHQ ‘s Michelle Leavesley looks at Mastering management issues around social media in contact centres. Mastering…

Twitter Continues to Grow for Customer Service

Twitter Continues to Grow for Customer Service; Dedicated Handles Among Top Brands Increase 19 Percent Since…

Aspect Software YouTube could replace the contact centre finds survey

Most of us would rather trust a stranger’s opinion than enquire about our purchases at the…

Contact centres have low expectations for social media according to Business Systems

There has been a lot of hype around social media and how it could become a…

Social Media: Why It Doesn’t Pay To Talk The Way Customers Talk

Increasingly, customers respond to business texts the way they do in the rest of their lives:…

Home Retail Group goes live with enterprise social media management

Customer contact technology specialist successfully deploys Conversocial-based solution to support key Argos, Homebase and Habitat Facebook…

Talking the customer’s language on social media in the contact centre

Helen Murray, Chief Customer Solutions Officer at Webhelp UK discusses ‘Talking the customer’s language on social…

Dixons Carphone’s ‘Knowhow’ team appoint Conversocial

Dixons Carphone plc, Europe’s leading specialist electrical and telecommunications retailer and Services Company, has chosen to…

Phone number log-in can help Twitter fly high

Twitter recently announced the launch of its new identity service Digits, a password-free login system for…

Latest Version of Connect from Intelecom improves social media interactions

Latest Version of Connect from Intelecom improves social media interactions and puts organisations in control of…

Phone and live chat is on the rise according to Mitel Report

Phone and live chat is on the rise, but only 6% of customers use social media…

Making agent skills a top priority reaps dividends when it comes to social service

Klaas van der Leest, Managing Director, Intelecom UK Ltd, explains how making agent skills a top…

Integrating Social Media into the Contact Centre

Social media as a contact centre channel is set to grow 32% per annum until 2017.…

Time to chat: How to capture value in the next generation of web chat

Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to…

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