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Text or talk? Voice conversations are still critical, but data shows that...

Which social channels do you turn to for customer support? Twitter? Facebook?...

Facebook is constantly redefining the social media game, and the popular networking...

Every single time a customer comes in contact with your brand, whether...

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Social customer service is a great new opportunity to drive satisfaction, loyalty,...

The kids these days are demanding We all know that poor customer...

As the multi-channel call center gets more and more common, implementations of...

A number of companies are experimenting with providing an option for real-time...