BLOG: Providing customer service via social media is an evolving trend today as digitally empowered consumers are becoming socially savvy and increasingly using social media to review, research products, and engage with companies. A study by Nielsen found that social networks and blogs are the fourth most popular online activity following search, portals and PC software. Users actively leverage this platform to share their customer experiences. Continue reading Capitalizing on Social Media for Effective Customer Support
BLOG: EE describes itself as the UK’s most advanced digital communications company, however it would seem it got its wires crossed last week when it revealed its Priority Answer initiative that lets customers jump the queue if they’re prepared to pay 50p for the privilege. Continue reading Has EE got its wires crossed with ‘Priority Answer’ service?
BLOG: There is not just one correct routing strategy, and even within a specific company there may be several different routing strategies that can be harmonised to provide the best experience for customers. Call routing can make or break your business. Stefan Captijn, Senior Director Product Marketing, Genesys, explains: Continue reading The seven routes to make call routing a success
BLOG: The battle against cold calls doesn’t appear to be over yet, as it was revealed this week that the Telephone Preference Service (TPS) still lets through two out of every three of these nuisance calls. Dave Ogden, a call centre consultant, has called for more to be done to stop cold calls and says it is a select few who are giving the industry a bad name. Continue reading Cold calls could make consumers freeze out genuine customer service
BLOG: Gareth Jeffrey, operations manager, alldayPA Continue reading Top tips for employee satisfaction