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 invested and the number…
Social Media
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 media is and will…
UK Texting still popular according to Firstsource Solutions’ Survey
80% of UK consumers send the same or more text messages than a year ago Texting is growing faster with…
Facebook Fail?
Seven times more organisations adding Snail Mail as a ‘new’ customer communications channel than Facebook Only 5% of organisations added…
just when contact centre professionals thought they had got to grips with email and live chat
just when contact centre professionals thought they had got to grips with email and live chat, along comes social media…
Enghouse Interactive: Why Social Business Makes Sense
Jeremy Payne, International Group VP Marketing, Enghouse Interactive The traditional image of a contact centre consists of a large office…
Social media in Contact Centres – ‘Just another Channel’
In its short history, Social Media has generally resided within the marketing and PR function of a business. Initially seen…
Social media improving the future of customer services
A recent report looking at customer service trends, commissioned by Kcom in association with the Customer Contact Association (CCA), shows…