Social media as a contact centre channel is set to grow 32% per annum until 2017.…
Tag: Social Media
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…
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…
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…
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…
Lyse selects Connect multi-channel contact centre solution from Intelecom
Intelecom Group AS have announced that Norwegian industrial group Lyse has implemented Connect, Intelecom’s multi-channel contact…
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…
Outsourcing is being transformed by the digital revolution
New relationships and new commercial models are essential says Serco and Ember’s latest whitepaper. Just as…
Survey reveals organisations don’t learn from personal experience with only 2 in 10 measuring customer effort
Just two in ten organisations rate customer effort – the level of frustration, amount of time…
Netcall continues to transform customer engagement integrating social media
Netcall enhances its integrated Liberty customer engagement suite with Sentiment’s social intelligence and engagement platform. Social…