Ever had the pleasure (horror more like) of listening in on your network administration team have a conversation about how the contact center actually works?
In a discussion with Martha Brooke, Program Director and Founder of Interaction Metrics, we talked about the importance of providing consistent and transparent communication to the customer.
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.
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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