Social Customer Service… Then and Now
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009).
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Social Customer Service: Lingering Issues to Overcome
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.
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In Times of Crisis, Contact Center Agents Must Practice Mindfulness
DMG Consulting
MAY 21, 2020
5 Customer Service Trends That Point to a Promising Future. There is a lot that isn’t known about COVID-19, but one thing we do know is that in times of national or personal crisis, people reach out to contact centers more frequently. To learn more about how to manage contact centers through the pandemic, visit here.).
Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool
Fonolo
MAY 16, 2019
Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.
Tips for Mitigating the Impact of Pandemics on Contact Centers
DMG Consulting
MARCH 9, 2020
Tips for Mitigating the Impact of Pandemics on Contact Centers. Companies in general, and contact centers and other service organizations in particular, need to be prepared to keep operating, even if their region is stricken by a pandemic. By Donna Fluss. View this document on the publisher’s website.
5 Top Customer Service Articles of the Week 7-11-2022
ShepHyken
JULY 11, 2022
Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers.
Top 5 Inside View Posts for 2016
Contact Center Pipeline
DECEMBER 28, 2016
Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.
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