Integrating Social Big Challenge Facing Contact Centres
Integrating social channels is the next big challenge facing contact centres, says Aspect Software Contact centre expert warns against restricting…
Social Media
Ventrica Launch Digital Division to offer Social Media Services
Ventrica, the Southend-on-sea based Outsourcer, have launched a ‘Digital’ division to offer new, measurable and affordable social media management services…
Digital Channels Account for 30% of Inbound customer contact
Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and…
The Power of Social Media – Don’t Lose Out!
The Power of Social Media – Don’t Lose Out! Lotta Lundstrom, Regional Marketing Manager at Teleopti discusses how organisations with…
Why the humble SMS is still a key customer service channel
Why the humble SMS is still a key customer service channel – Stephen Ball of Aspect Software puts the case…
SMS Is Here To Stay says Steven Robertson of VoiceSage
SMS Is Here To Stay! VoiceSage’s Steven Robertson discusses why reports of the death of texting aren’t really credible For…
Email beats web for insurance customer service
Email beats web for insurance customer service – Eptica research uncovers poor response rates to questions asked online and on…
Millennials Rather Lose the Ability to Call than Text
New OpenMarket Survey Reveals Millennials Would Rather Lose the Ability to Call than Text OpenMarket have announced the results of…
Facebook chatbots implications for customer service
Facebook chatbots announcement has far reaching implications for customer service By Simon Frank, transformation consultant at Webhelp. Hot on the…
Customer Journey and How Social Media Causes Disruption
Customer Journey and how Google, Facebook & Twitter are causing disruption – Why it makes sense to understand who’s busy…
Facebook and Email Beat Twitter for Retail Customer Service
Facebook and email beat Twitter for retail sector customer service – New retail study from Eptica finds growing inconsistency between…
Social Media Outperforms Email for Customer Service
Social media outperforms email for customer service according to new research. UK brands answer less than half of customer queries…
Make Way for Messaging confirms Aspect Research
Make Way for Messaging: New Aspect Software Research, and Moves by Google, Facebook Messenger, Indicate Major Shift in Company to…
1 in 3 over 65s Prefer Communicating via Digital Channel
1 in 3 over 65s prefer communicating with businesses via the digital channel according to research conducted by Echo Managed…
Why Social Media is the update Customer Service needs
Why Social Media is the update Customer Service needs These days if we want to ask a business a question,…
Customer Care sometimes takes more than 140 characters
Customer Care sometimes takes more than 140 characters By OisinLunny, Senior Market Development Manager at OpenMarket To quote the great…
Social Media First Choice for 1 in 5 Consumers
Social Media First Choice for 1 in 5 Consumers when seeking answers in complicated situations -18% of consumers turn to…
Black Friday 2016. Bigger. Better. Digital? Webhelp UK
Black Friday shopping across the UK reached record levels this year. But, if you’re wondering why you didn’t see scenes…
VoiceSage asks Why Doesn’t SMS Get The Love It Should?
Why Doesn’t SMS Get The Love It Should? Mark Oppermann of customer outreach tech leader VoiceSage reflects on why texting…