Traditional contact centre workforce planning exists because there comes a point when spreadsheets can no longer keep up with the complexity …Read More
Social media is becoming the next generation of communication channels to be integrated into Customer Services
With its power to instantly amplify, social media has captured the attention of many functional heads. Customer Service's approach to its integration is central to an effective organisational response which is many cases will mean a much broader enterprise involvement in Customer Service duties than ever before.
Social Customer Service: Gathering & Using Social Customer Data
One of the differences between Marketing and Service social platforms is whether they collect and can access interaction histories. Having …Read More
Social Customer Service: Using Knowledge Effectively
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
Social Customer Service: Integrating Social And Existing Infrastructures
Although the culture of social is distinct, its infrastructure needs to be part of the overall customer service capability. Otherwise you …Read More
Social Customer Service: Analysing The Right Channel Mix
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
Social Customer Service: Mapping Social Customer Journeys
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: Maintaining Operational Alignment
Social customer service is different. Its workflow, competency set, engagement style and risk/opportunity profile need approaches that are …Read More
Social Customer Service: Recruiting, Training and Managing Social Teams
The transparency of social engagement has put a premium on effective engagement technique. Much of this is about communication style in …Read More
Social Customer Service: Mastering Social Media Monitoring
Listening platforms are core to social engagement. The volume and ubiquity of customers' social commentary means you need a finely tuned …Read More
Social Customer Service: Investing In The Right Leadership Style
Since all forms of social engagement are witnessed, the consequences of poor and excellent service are heightened. "No-one can hear you …Read More
