To Err is Human

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There’s this common theme that goes along with being human. We mess up. It’s expected. Even though it stings when it happens, it’s an essential part of the human condition. At some point in your life, as a consumer, something will not go as you expected. Getting billed the wrong amount, a product or size mix […]

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Social Media In The Contact Center: Should You Be Concerned?

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Over a decade ago, when the first companies were trailblazing the marketing path into social networks, no one thought we would eventually be talking about using something like Twitter as a mainstream communication channel with our customers. No one predicted that 85% of an enterprise’s customer service interactions would happen through social channels by 2020, […]

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