Social Media

/Social Media

Social Media can impact the contact center in many ways. Are your call center agents prepared to handle the first contact resolution issues?

11 Steps to Social Media Success in Contact Centers

This white paper is a tool to be used to equip leaders to experience social media success in contact centers by providing the insights necessary to use the contact center to effectively combat the effects of social media terrorism. In this white paper gives you access to statistics, case studies, and findings from those that have [...]

Propel contact center potential with positioning

Many businesses rely on a contact center for the majority of the interactions with their customers but when it’s an after-thought in the company it crushes contact center potential. How do you improve the position of importance of the contact center to the company in general? It is common for contact center management to be [...]

Customers are Monitoring Calls for Quality Purposes Too

"This call may be monitored or recorded for quality assurance purposes." Every time you hear this don’t you want to tell that automated message: “and I will be monitoring this call for quality purposes too”? Don’t lie, you know you do it. Let it be known, your customers are doing this too. I think contact [...]

Social customer service; a place for brand terrorists or an agent’s best friend?

We live in a fickle and demanding world where customers have little loyalty to us but they expect a lifetime of guarantee on the item they purchased, no matter how small. If customers don’t get an immediate response or don’t get what they feel is due to them they can tweet about it, Facebook it,… [...]

Customer Relationship Metrics’ Most Comical Contact Center Stories

Sometimes it’s good to take a break from the serious, so let’s look back at some of our funniest stories.  Wild, 10+ hour customer experience calls, dissatisfied customers completely destroying brick-and-mortar stores, customer service terrorists going on multi-social channel rants --- these are just some of our most shockingly true and amusing stories, and we [...]

Do contact centers hate families or LOVE Black Friday more?

Has the growth of contact centers along with consumer and Wall Street demands ruined it for families? Has Black Friday gained more societal power than friends, family, and fellowship? I was asking myself these questions as I read about Target Corporation opening stores on Thanksgiving evening instead of Friday morning. Then, I started to think about [...]

By | November 13th, 2012|Call Center Agents, Customer Expectations, Social Media|0 Comments

Man destroys T-Mobile store with fire extinguisher

Look how calmly this guys destroys this store.  It took place in Manchester, England, when a T-Mobile customer learned he would not get a refund.  He chose not to take his case to social media, instead he destroyed the store and used a fire extinguisher to spray the place. I do not condone this behavior at all.  Although, there have been [...]

By | July 4th, 2012|Customer Experience, Social Media|0 Comments

Is social customer service spoiling us?

We live in an age of instant gratification and that most definitely applies to customer service.  We expect good service when and how we want it, 24/7.  An immediate tweet back.  A fellow Facebook fan sending across a helpful link.  We have gotten used to speed and come to expect it, nay demand it, sometimes [...]

You need skills-based routing for social media interaction management too

So you use skills-based routing for your call center, but your organization doesn’t think it’s necessary to apply the same principles to social CRM to be successful?  Sure, the marketing department may be responsible for promoting products and service offers online, but it’s a big stretch for them to handle complex customer service issues on [...]

Don’t run scared due to social media

The CRM business has matured beyond simply gathering contact data to a more sophisticated approach to understanding customer needs, business issues, opportunities and competitive threats, said FirstRain CEO Penny Herscher. "What is happening in your customers' ecosystems could affect your strategy in selling to them." Yet many companies are running scared due to social media. [...]

Entergy and TELUS serve up social media customer service

If your company is in denial of the importance of social media, beware the consequences. “If you aren’t at the table, you are on the menu,” says Alex Schott, the manager of social media and multimedia communications at Entergy, a Fortune 500 company headquartered in New Orleans, LA. He’s not wrong. If you aren’t participating [...]

Text analytics adds the ‘why’ behind the numbers.

What do you do when one of your best selling products, your cash cow, your go-to, has decreasing sales revenue and can no longer be counted on to save the sales figures?  Worse, what if most of the ones being sold are quickly returned?  The call center has the answers, and they lie within the [...]

Social media monitoring is like chasing smoke

There’s something so interesting (and addictive) about social media.  It makes even luddites feel tech-savvy; it’s hip and new, and, according to some customer experience experts, anyone who matters is doing it.  And consumers’ social media activities extend well beyond updating their Facebook page or tweeting about their most recent customer service disaster.  Customer service [...]

How is Social CRM impacting your traditional customer service channels?

With Facebook pages and Twitter handles and this, that and the other, is anyone even picking up the phone anymore to be served by one of your agents?  You bet they are and what callers experience has been affected by your Social CRM. Recently, I had to deal with a return and some customer service [...]

Social Media Business Intelligence is now available

As you may have noticed, we've been talking a lot this month about social media, and how it fits in with business intelligence and customer service. And that's for good reason -- more and more companies are trying to figure out how to navigate and take advantage of these (still relatively new) channels. In response [...]

Don’t lose brand control in social media

Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace.  You can see that in part two you as a person responsible for the brand message or customer [...]

What is Social Media Customer Service?

Social Media Customer Service (or Social Media Customer Care) is not customer service that supports how to use Social Media or answers what is Social Media.  Social Media Customer Service is about customers being served and supported on social media platforms. To help clear up some of the confusion many will just shorten it to Social [...]

Big Data done right can benefit brands and customers

Everyone is abuzz over the ‘new’ Big Data trend and while most companies are floundering to analyze the data they already have, not to mention the data they have yet to capture, some big brands are setting the bar of customer analytics excellence pretty high. So what are these brands doing right?  Have they identified [...]

By | February 15th, 2012|Big Data, customer analytics, Social Media Strategy|0 Comments

Customers take their service needs online – how is your social customer service?

Customers don’t really want to pick up the phone to call you.  They would rather not deal with you at all.  And if they have to deal with you, the first instinct is to go online to do so.  In response to this social customer service trend, some companies dedicate specific handles or pages for [...]

Do you have a social media strategy to nowhere?

In business we frequently see a very reactive approach when it comes to customer complaints or comments.  If someone tweets something about a product problem you may tweet them back to try and resolve it on a singular level.  But shouldn’t you proactively tweet out a solution to your followers that may be experiencing the [...]