harnessing-social-media-as-a-contact-centre-channel 
CSM Magazine
JULY 21, 2023
They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.
CSM Magazine
FEBRUARY 17, 2022
As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. These challenges will continue in the year to come.
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Inbenta
MAY 7, 2021
What is their preferred method of contact? When do they mostly get in contact with you? While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all. Failing to make the customer feel valued means losing potential customers and serious damage to your brand.
CSM Magazine
OCTOBER 3, 2023
Although ChatGPT has practical applications, we should take a cautious approach where we need to harness its power safely. ChatGPT as part of customer service transformation When it comes to answering customer queries in contact centres, for example, ChatGPT will undoubtedly be a valuable tool, providing 24/7 availability.
Lumoa
JUNE 23, 2021
In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.
CSM Magazine
JULY 3, 2017
Similarly, 38% affirmed they post about good customer experiences with a company on social media, compared to 31% who post about bad experiences. This means there is still plenty for businesses to learn to help them harness this readiness of customers to talk about swift query resolution, friendly service or rewards for loyalty.
Enghouse Interactive
NOVEMBER 29, 2019
Although digital is the way forward, no business should roll out new digital channels for their own sake. In other words, a business should concentrate on the whole experience a customer has, encompassing all interactions across all channels, devices and touchpoints throughout every stage of the lifecycle – from awareness to loyalty.
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