As we move into 2012, everyone seems to be in agreement that a significant shift in consumer expectations and buying habits is occurring, and retailers and marketers alike are scrambling to keep up.
Part of providing consistent customer service is having the right people. Once you have them, you have to provide them with the right tools and knowledge to succeed.
Seth Godin always has a way to concisely share insight while making you question your thought process. Well, I know this is the case for me.
These two words monitoring and moderation are sometimes used interchangeably and to someone new to social media management, they may be confusing.
Susan Sever, from Astute Solutions, posted a really interesting article on her blog about the perfect formula for a contact center.
I read an article this morning by Brian Cantor, a contributor for Customer Management IQ, who posed the question, "Why Bother Having a Live Customer Service Rep?"
Ever sit at work, and think about the things you do on a daily basis? Take an email for example.
In an interview with ZDNet, Get Satisfaction CEO Wendy Lea discusses the importance of online social engagement and how customer service has changed.
I recently read this article by Zack Urlocker for CRN. He outlines the customer service value of multiple channels, and how they must be managed to maximize their potential.
Social Media today, is what chat was in the past: an emerging new channel. Today, some of us have figured out our chat channel and those who have, are already one step ahead of the game in figuring out their social media channel.
24-7 Intouch has been providing contact center and BPO solutions for over 19 years, and is consistently recognized as an award-winning global outsourcer.
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