Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to…
Category: – Social Media/Digital
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…
UK Contact Centres are Already Failing Social Media Users
As a contact centre channel, social media is the new kid on the block. Many companies…
The desk is dead! Long live the desk!
Rise of mobile devices is adding to workplace pressure, but the office remains King when it…
Twitter least effective customer service channel for UK brands
Eptica research of top 100 companies finds customer experience ‘average’ across web, email and Twitter Many…
Is it time for Social Media Customer Service outsourcing?
According to the recent Ovum report on Social Media CRM Outsourcing the need to deliver social…