According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally...
Read More >>>Tag Archives: Social Media
Is Social Media a Risk?
Measuring Social Interactions
Today’s Contact Center – The Internal Engine that Engages Social Communities
A Fundamental Shift in Customer Service
Perspective on Social Media
The Channels of Service Organizations Provide
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management...
Read More >>>Utilities Harness Social Media for Customer Service
“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in...
Read More >>>Social Media Requires Service and Support
Is Social Media a Channel or a Strategy?
What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a...
Read More >>>The Measures Every Contact Center Should Have
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and...
Read More >>>The Value of a Contact Center
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and...
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