We all know about social media as a new channel for customer service. It's been a well explored theme during 2010. What interests me is …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 Media & Debt Management
Debt Management is on the cusp of being reinvented by Social Media. That was the conclusion I walked out with having presented to a …Read More
Social Media Is The New Customer Service?
"Social Media Is The New Customer Service" has become the must have mantra doing the rounds in blogs, forums and Twitter feeds. It's snappy, …Read More
What’s Next For IVR & Voice Self Service?
It's no secret that IVR (interactive voice response) has never enjoyed great consumer support because design and deployment commonly fall …Read More
Will Social Media Tear Up Traditional Corporate Life?
I’m really not sure what to make of Social Media’s future as a force for radical organisational change. There is no doubt that lots of us …Read More
What’s Next For Online Customer Service?
Online customer service has been through a pretty rapid evolution. Initially it hardly existed because the early wave of …Read More