Metrics reflect organisational priorities. As such, traditional customer service has been on a rapid transformation in recent years. Moving …Read More
Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.
Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.
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
Listening platforms are core to social engagement. The volume and ubiquity of customers' social commentary means you need a finely tuned …Read More