Articles
Tag: contactcenter13
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Mining for Opportunities: Social Media in Next Gen Contact Centers
More than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, those they don’t. One of the biggest challenges for organizations today is managing this flow of information about their brands, products and services that occurs in social media channels.
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Weekend Reads: 3 Social Customer Service Tips + The End of SharePoint User Adoption Concerns
Yet another week has come and gone, so why not take a few minutes to relax and catch up on our featured contributions? This week we took a look at why Yammer and Microsoft make SharePoint user adoption concerns a moot point.
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Contact Centers Must Morph into Relationship Hubs
For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
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Three Ways to Enable Social Customer Service in Your Contact Center
Customer’s desire for instant gratification has caused a dramatic shift in the channels they use to contact companies for support. Contact centers must adapt to meet these new expectations, particularly when it comes to social media. In the past three years, customer's preference for contacting companies has shifted dramatically towards
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Switching Channels at the Contact Center
When I was in the outsourced call center business in the 1990s, we only needed to manage phone calls and the occasional written communication.
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Weekend Reads: Dropbox vs. SharePoint + How Technology Changes Media & Entertainment
The leaves are changing, the air is crisp. Fall has arrived. Whether you've just returned from your morning hike or you are still laying under your covers, waiting for the sun to warm up your house, what better way to kick off your Saturday than with our weekend reads.
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Collaboration and the Future of Customer Support
In the past, the role of collaboration technologies was to help customer support reps work with each other on what I call “exception cases.” These are the 20% of cases that are not solved by the FAQ, or first line support.
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How Communities Can Help You Get "Unstuck" and Delight Customers
Call centers in their current incarnation were developed to solve customer issues in the most efficient and scalable way possible, assuming that customers wanted to call or email companies.
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Aberdeen Group: Customer Service, Marketing Play Nice Together for Best Customer Experience
Customer service deals with customers every day, but marketing sets the tone for selling products or services. Which should lead in managing customer experiences? A new report from the Aberdeen Group points out the benefits of the two departments working together to manage customers who are increasingly empowered to take
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