Latest Version of Connect from Intelecom improves social media interactions and puts organisations in control of…
Category: – Social Media/Digital
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…
Interactive Intelligence reports retail companies that integrate social media will increase significantly
Interactive Intelligence reports that the number of retail companies that will integrate social media in their…
Getting started with Social Customer Service
Klaas van der Leest, Managing Director, Intelecom UK Ltd, shares his top five tips for successful…
Digital Revolution is Impacting Customer Experience
The stunning development and growth of digital technology in recent years has left few industries untouched.…
Businesses fail to realise social media potential
• Just 15% of UK’s leading companies respond to tweets • Just 10% UK consumers use…
Selling CCaaS to the CFO
Contact Centre as a Service (CCaaS): Six ways to convince the CFO it’s worth the investment…
UK Consumers Open to Pure Digital Banks
One-quarter (25 percent) of UK consumers would consider using a pure digital bank – a bank…
UK insurers struggle to deliver online customer experience
Despite the need to overcome mounting competition and diminishing consumer loyalty, the online customer experience provided…
UK retailers improving email customer service but failing to deliver on Twitter
Eptica research finds just 33% of tweets answered successfully by retailers UK retailers are performing poorly…
UK insurers failing to deliver channel choice to consumers
Eptica research finds that just 30% of emails and tweets answered successfully UK insurers are struggling…
Research reveals dissatisfaction with service at UK contact centres
New research by enterprise ICT solutions and services provider Damovo UK & Ireland has revealed widespread…
Social Media in the Contact Centre?
Social Media in the Contact Centre? – Susannah Richardson, www.mplsystems.co.uk Social media is having a major…
Connecting with Customers Socially according to Cirrus
Customers spend far more time online than they do talking to you. As such, if you…
Sabio: You don’t want to do it like that……
Sabio’s Reaction to Channel4’s Documentary ‘The Complainers’ In our industry there’s a lot of talk about…
Aspect Software Customer Self-Service Platform Elevates Omni-Channel experience
Aspect Software has announced Voxeo CXP Pro 14, a bundle of the new releases of Voxeo…