As contact center professionals, we’d prefer that folks use traditional forms of contact to request assistance, discuss issues, and air grievances. Unfortunately, some of them aren’t inclined to abide by our wishes. A telling study by Maritz Research and evolve24 revealed that 49% of Twitter complainants expected companies to read their Tweets; only a third… Read More »
Social media can leverage many of the same technologies that support other contact center channels. Yet unlike traditional channels, most of the action on social networks revolves around the often casual exchange of information between individuals, their friends and family, communities, and organizations. As a result, we need something more from the technology to support… Read More »
Your customers and prospects have always shared experiences and opinions concerning products and services with family, friends, and acquaintances. They rely on one another when making informed decisions about new purchases or when dealing with particularly troublesome issues – if only to have shoulders to cry on. In the Age of Collaboration, this communications channel… Read More »