3 Reasons Why Social Service Matters
Businesses have traditionally viewed social media as an extension to their marketing initiatives. Tools like Twitter,...
Tag: twitter
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Three Reasons You’ve Overestimated Twitter’s Impact
87% of Americans don't use Twitter at all, according to a recent Pew study. As you...
Top 3 Reasons Customers Hate Your Contact Center
The telephone is the most popular method for customer support. According to Forrester Research, 69% of...
6 Steps to The Ultimate Social Contact Center
Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations...
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Twitter and Facebook are a real-time scoreboard for your CSat
The kids these days are demanding We all know that poor customer experience will send your...
How Twitter is changing the customer service equation
A recent study found that: ... at least once a week, 33% of active Twitter users...
Live agent chat and its escalation-to-voice problem
As the multi-channel call center gets more and more common, implementations of click-to-chat get more common....
Your hold times (and other dirty laundry) are on Twitter right now
Hold times have always been a closely guarded secret of the industry. Companies still don’t publish...