UK Consumers Prefer to Reach Contact Centres via WhatsApp
One in three UK consumers would prefer to reach Contact Centres via WhatsApp according to research by Esendex One in…
Social Media
Why Your Contact Centre Needs Social Media
Why Your Contact Centre Needs Social Media Social media has cemented its role in society, fast becoming an established part…
Tame the Social Media Monster in the Contact Centre
Social Media is the customer’s voice and your contact centre agents’ ears. But are you able to tame this powerful…
Customer Service Tweets increase by nearly 50% on Black Friday
Customer Service Tweets increase by nearly 50% on Black Friday for UKs top Brands Zendesk tracks the UK Black Friday…
UK CX Worsening as Social Media Performance Slumps
UK customer experience worsening as social media performance slumps Eptica research finds top brands successfully answer just 44% of all…
Funding Circle Deliver Conversational Messaging with Webio
Latest customer win for Webio – Funding Circle connecting with their customers using the Webio Conversational Interface to increase engagement…
Customers Sharing The love about Positive Experiences
Customers are sharing the love according to Yonder research Yonder Digital Group research shows that today’s customer is just as…
The Truth About Self Service, Bots & Intelligent Assistance
The Truth about Self Service, Bots & Intelligent Assistance Thomas Rodseth, VP of Product & Marketing at Intelecom explains the…
Twitter Chatbot Introduction Perfect platform for Customer Service
Twitter’s chatbot introduction will help to establish it as the perfect platform for customer service, says Aspect Software This week,…
The Webcare Company Reforms to Focus on Social Media
The Webcare Company Reforms to Focus on Social Media as 21st Century’s Dominant Customer Service and Sales Channel A consortium…
Role of the Agent is Transforming with increasing Digitisation
David Cousins, of Capita Collaboration Technologies, explores how the role of the customer experience agent is transforming with increasing digitisation.…
Zendesk Turn Online Customer Reviews Into Conversations
Zendesk Turns Reviews, Comments and Messages into Two-Way Customer Service Conversations Zendesk have announced a new integration that lets businesses…
Texting #1 Preferred Channel for Millennial Communications
OpenMarket’s Survey Reveals Texting is the #1 Preferred Channel for Two-Way Business-to- Millennial Communications Social Media Channels Are Not a…
Caravan Club Turn To Sentiment To Power Social Customer Service
The Caravan Club chooses Sentiment technology to keep ahead of the ever-changing and complex demands of social customer service. Sentiment…
WhatsApp Takes Customer Service Mainstream
How opening up WhatsApp is set to take customer service messaging mainstream – Stuart Dorman of Sabio Last week’s news…
Digital Devices Replace Traditional Channels for Customer Engagement
Digital Devices Replace Traditional Channels for Customer Engagement according to Survey by Startek Eight out of Ten Consumers Use A…
Top Tips For Proactive SMS Outreach Success
Top Tips For Proactive SMS Outreach Success – VoiceSage product expert Stephanie Keyes shares best practice around making SMS part…
6 Ways To Transform Social Customer Service
Social media has fundamentally changed the relationship between customers and brands, providing consumers with a mouthpiece to share their feedback…
Consumers Expect Response Within 24 Hours on Social Media
Survey Finds 84% of Consumers Expect Companies to Respond Within 24 Hours After Posting on Social Media Mobile Dominates Customer…