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.
Cyber Monday continues to gain momentum each year, although still considered a “little cousin” to Black Friday.
There are some doing it well, but it’s a still challenge many companies face. To be more specific, it can be difficult to measure its success.
The success or failure of a project is frequently captured in black and white through its Key Performance Indicators.
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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