Twitter users can now chat privately without feeling so tongue-tied By Simon Frank, Webhelp Solutions Consultant…
Category: – Social Media/Digital
Customer service in the digital transformation era
Customer service in the digital transformation era – Article by John Crossan, Vice President, EMEA, Zendesk Anyone…
Firstsource: Mobile Customer Engagement: It’s About Seamless Personalised Experience!
Mobile Customer Engagement: It’s all About Seamless Personalised Experience! In this article Firstsource Solutions give tips…
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.…