March 4, 2016Last Updated: March 12, 2020 David Jaffe
Despite the introduction of self-service channels there appears to be more contact from customers than ever. We reveal the six caused of increased customer demands and some insight (including a great white paper) on how to fix it.
August 28, 2015Last Updated: March 11, 2020 Justin
Who manages Social Media Customer Support is becoming an increasingly complex and important decision for organisations with serious consequences for failure when your business gets it wrong.
April 26, 2015Last Updated: December 29, 2019 Justin
Ready or not the call centres social media awakening is occurring with more and more consumers using social media channels for business enquiries resulting in new challenges to manage the customer, data and staff.
