Retail failing at social media for customer service
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements. That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance […]
Do you specialise in Social Media for customer care? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focussing on Social Media solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Social […]
RECOMMENDED: Social Media Management Services
As part of our focus on Social Media Management Services this month, we take a look at some solutions tailored with contact centres specifically in mind… Conversocial Customer care executives face a perpetually losing proposition: they are forced to choose between delivering great customer experience and the lowest cost to serve. The constraints of this […]
Do you provide Social Media Management Services to contact centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focussing on Social Media solutions. It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of […]
7 ways Generation Z will change the working world
A new study has revealed a number of key ways that the next generation of workers will affect the landscape in 2017. Traditionally described as being born between the mid-1990s and early 2000s, ‘Generation Z’ represents the new wave entering the workforce this year. Communications specialist 8×8 has released a study in which full-time and […]
Forum Insight: Top tips for social media success while attending B2B events
Whether you’re going to a big industry expo, specialist conference or attending one of our Forums or Summits, social media can help you get the most out of the event. So we’ve pulled together five top tips to get you going… Get yourself up to date Whether you’re an attending as a delegate […]
Industry Spotlight: CCA International’s 6 steps to ‘keeping it real’…
I recently watched a brilliant comedy routine involving a man with a thick Scottish accent trying to purchase cinema tickets from an automated phone line. “I began to encounter some difficulties,” he joked, as the machine blankly responded that it didn’t quite catch what he was saying. The comedian suggested that the Glasgow cinema must […]
Forum Insight: Business-proof your company and personal social media…
Of course, garnering a substantial social media following is important to all industry professionals and companies as a whole; however, a select few are still not implementing the basics to optimising their social presence. More than likely, your profiles will be the first thing new users look at to find out more information, and often dictate how your business, […]
Guest Blog, Gail Partridge: Holding memorable conversations with your customers…
Delivering a first-class customer experience should be the number one priority for any brand – it really is that important. It affects perceptions and memories of a business, and encompasses everything a customer goes through with that company. The contact centre is an important part of this, often called into action when something with the […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
