Why contact centres must integrate digital and social media

10 October 2017

Contact centres must integrate digital channels as part of an omnichannel strategy, or they will become extinct. Customers under 40 want to use social channels and chat apps for service and will...

Social customer service optimisation

26 September 2017

Delivering high quality social customer service is key to improving customer satisfaction and increasing loyalty. It’s a vital component of creating competitive advantage. But just creating a...

How to optimise social customer service for the peak retail season

13 September 2017

Last year UK online shoppers spent over £4 billion during the Black Friday/Cyber Monday weekend. This year research is predicting a spend of over £7 billion.  Online retailers need to be ready for...

5 key takeaways from the 2017 Institute of Customer Service UK Customer Satisfaction Index

11 September 2017

According to the latest report from the Institute of Customer Service, customer satisfaction is now at its highest level ever. Sounds good. But customers are continuing to run into problems and...

Should you outsource your social customer service?

22 August 2017

Delivering high quality social customer care is a real challenge for many businesses. Social is a highly visible channel and any mistakes can be costly. Customers expect a speedy, personalised...

How to integrate social media into your contact centre

04 August 2017

According to the Dimension Data 2016 Global Contact Centre Benchmarking Report, digital interactions now account for 42% of all interactions in the contact centre, and this continues to grow.

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How to use Twitter to measure customer satisfaction

21 July 2017

Tracking and measuring customer feedback has always been important for any business – it’s a leading indicator of customer retention and provides valuable data for learning and continuous...

How to evolve and improve your social customer service

14 July 2017

Recently Sentiment joined UKCCF to host a special social media seminar designed to help businesses improve the performance of their social customer care programme. Leading brands such as Mazda, ...

4 steps to successful social customer care deployment

05 July 2017

With increasing numbers of customers turning to social channels such as Facebook and Twitter for customer service enquiries, brands need to be ready to support and assist.  It's not enough just to...

7 essential social customer engagement features retailers need

13 June 2017

Customers are increasingly using social media in the purchasing process.  They use it to inform their buying decisions and they use it to seek assistance if they have an enquiry or an issue.  In...

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