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.


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...

Case study: How the Caravan and Motorhome Club found the road to successful social customer care

08 May 2017

The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners.  The forward-thinking brand wanted to expand its social customer care programme and sought a...

Using social customer care data to improve revenue

10 April 2017

Customer service data should be at the centre of your strategy and decision making whether you are a multi-national enterprise or a small business.  Social customer care data in particular can...

Delivering an integrated customer experience

02 May 2014

The difference between 'good' and 'great' social customer service

26 September 2013

A lot of brands now offer a good level of social customer service, but very few offer great social customer service.

The prevailing view of those within the customer service industry seems to be...

The Challenge of Social Customer Service

16 August 2013

Following the release of our playbook on Using Social Media to Improve Customer Service, we're running a series of posts looking at how to create your social customer service programme. This week...

The Power of Social Media Retweets

08 February 2013

One click and it's out there for all to see. It doesn't take much nowadays for one comment on social media to impact a brand's reputation thanks to the power of retweeting.

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