The Impact of Social on Today’s Traditional Contact Center

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Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone. The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires an entirely new, mobile-first […]

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Becoming a Social Business: The Three Stages Of Social Customer Service Maturity

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When it comes to customer service over social media, today’s customers are more demanding than ever of the companies they know and love. As the social landscape evolves, your customers increasingly expect more from the conversations they are having on social networks like Facebook and Twitter. To meet this new customer expectation, contact center executives […]

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