Martin Hill-Wilson

The language of Service Levels Agreements (SLAs) suggests these are promises made to customers around the service performance you are …Read More

Metrics reflect organisational priorities. As such, traditional customer service has been on a rapid transformation in recent years. Moving …Read More

Traditional contact centre workforce planning exists because there comes a point when spreadsheets can no longer keep up with the complexity …Read More

One of the differences between Marketing and Service social platforms is whether they collect and can access interaction histories. Having …Read More

One of the by products of helping customers solve their problems is new service know-how. A cost benefit of social customer service is that …Read More

Although the culture of social is distinct, its infrastructure needs to be part of the overall customer service capability. Otherwise you …Read More

It is a mistake to assume that offering social customer service is just a matter of hooking into Facebook and Twitter. Prior analysis of …Read More

In this competitive era of differentiated customer experience, it should go without saying that service experiences are only designed after …Read More

Social customer service is different. Its workflow, competency set, engagement style and risk/opportunity profile need approaches that are …Read More

The transparency of social engagement has put a premium on effective engagement technique. Much of this is about communication style in …Read More