Five tips for effective social customer service planning & integration

08 January 2016

Contact centres can no longer be viewed simply as cost centres. Investment is needed to integrate digital customer service but many organisations think that deploying a full omni-channel solution...

Integrating social into the omni-channel experience

11 December 2015

Last week, our CEO Leon Chaddock and Mark Lockyer, Senior Consultant at IP Integration held a fascinating webinar on integrating social into the omni-channel experience.For those of you that...

Sentiment announces collaboration with IP Integration to deliver seamless social customer service solution

17 November 2015

Sentiment, a leading provider of social customer service tools, today announced a partnership with IP Integration to transform social interactions in the contact centre. Social is something that...

Contact centres must integrate digital channels, or they will go the way of the dinosaurs

16 April 2015

http://sentimentmetrics.com/

How to select your social customer service channels

31 July 2014

It will come as no surprise to any experienced social customer service agent that consumers use different social media channels depending on their motives. Contact centres therefore need to focus...

Should you re-train or hire your social media customer service team?

21 July 2014

Merging new and old methods to create a consistent service for customers is one of the primary challenges for contact centre employees and managers. The question is: how do you marry the two up...

Managing the impact of social customer service beyond the contact centre

16 July 2014

Following the release of our White Paper which takes an in-depth look atIntegrating Social Customer Service into the Contact Centre, we're we're looking at how businesses can manage the impact of...

Unanswered Questions on Social Media Integration in the Contact Centre

07 July 2014

We'd like to share some great insights from a webinar we recently participated in with our partnerNetcall, which explored a number of unanswered questions on social media integration in the...

Integrating social media infrastructure in the contact centre

23 June 2014

Following the release of our White Paper onintegrating social customer service in contact centres, I thought it would be worth highlighting the choices contact centres face when it comes to social...

How can you improve your contact centre?

14 April 2014

http://sentimentmetrics.com/

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