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The Future of Digital Customer Service, Based on the Opinion of 16 Experts
Digital customer service is on the rise. More and more companies are finding their way to the social web to answer questions of clients and prospects. A study I conducted earlier this year showed that...
View ArticleLiveOps Reveals New Agent Desktop Inspired by Consumer Applications
LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced the availability of LiveOps® Engage™, the industry's first single, integrated, multichannel...
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Which retailer has the fastest customer service response time on Twitter? [TEST]
Social media has changed the way customers choose to interact with companies, and they have now come to expect their questions to be answered in real-time. According to Gartner, by 2014 any...
View ArticleHarnessing Social Media for Social Customer Care
The contact center industry has been pushing the use of social media for over three years. However, adoption of social media as a fully-developed channel has not kept up with the hype. Now, with the...
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Social media will ultimately permeate the enterprise
The disruptive social cloud of people and data that is today's Internet has created all new business possibilities. Speakers at Oracle #CloudWorld this week explored how enterprises can organize better...
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5 Steps To Superior Customer Experience
Oracle survey uncovers gaps between those who are and aren't delivering great customer interactions.
View Article4 Manifestos for Customer Service Change Makers
Customer Experience By Flavio Martins, Published February 2, 2013 Be the first to comment! Share: Share: Change! Change! Change! We scream for changes, so why does the customer service landscape seem...
View ArticleEngagement Is "All The Buzz" In 2013, Starting With LiveOps Engage | LiveOps...
Tags — Cloud Contact Center, contact center, customer experience, Customer Service, Engage, Engagement, Geoffrey Moore, LiveOps Engage, Social Engagement, Social Media This week’s breakthrough...
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Beginner's Guide to Social Customer Care
01/31/2013 0 Comments Just when contact center professionals were starting to get a handle on email and chat, social media came along and changed the customer care rules – again. Sort of. I mean, it’s...
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The Power of Social Customer Service
When Brie Weiler Reynolds noticed that her customers were discussing their service concerns on social media networks, she realized her company had better start responding to them there as well. "We...
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Why does customer service suck online?
As soon as anything goes wrong and you need support, the quality of service almost always takes a turn for the worse. It’s hardly surprising that, according to this post, 80% of consumers have quit a...
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The Customer Owns Your Brand. Who Owns the Customer?
Nearly 90% of CEOs cite customer engagement as their primary initiative in the next five years. When it comes to improving the customer experience, who in your organization should be stepping up?
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Customer Care In The Era Of Social Media
Customer Experience By Vijay Ramaswamy, Published February 1, 2013 Be the first to comment! Share: Share: As social media changes the way we do business and the speed at which we do it, it stands to...
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How eBay uses Social Customer Service
We recently hosted a fascinating webinar on Monitoring for Social Customer Service. Joining us on the panel was Ronan Gillen, who heads up Complaints, Community and Social Customer Service for eBay in...
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How Social Networking Can Improve Customer Service
How Social Networking Can Improve Customer Service image Social Customer Service According to Nielsen, the world spends over 110 billion minutes on social networks and blog sites each month and 80% of...
View ArticleExpert's Angle: 4 Steps to Create a Social Media Strategy with a Customer...
Stating that social media has changed the landscape of business and how we communicate with our customers would be too obvious. I don’t believe much will change in the social-sphere in 2013; the...
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INFOGRAPHIC: Customer Service Online Matters
24 – 48 hours for an email reply is unacceptable customer service today. I don’t care who you are, you should never send an auto-reply telling a customer to just sit and wait. More and more of the...
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Real-time Responses Via Social Media
Responding to individuals via social media may feel like it is a one-to-one activity, but remember, the way you deal with individuals is highly public and will be witnessed by many, so you benefit from...
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The Top 10 Pieces of Advice From Voice of The Customer Leaders
I was flipping through the 2012 Forrester Voice of the Customer Award nomination forms the other day, and I realized that I've been unwittingly holding on to a valuable resource -- all the advice that...
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6 Reasons Why You Can't Ignore Customer Service
This is a guest post by Shaun Belding, author of “Win at Work: navigate the nasties, get things done and get ahead”. Historically, it’s always been considered a ‘soft skill,’ or something that was...
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