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...

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...

5 steps to improve social customer service

18 May 2017

Recent statistics show providing high quality social customer care is linked to improved customer satisfaction and retention.

Customers expect a fast, friendly and efficient response across...

Social Customer Service for Marketeers

23 March 2017

While Marketing Teams usually hold the social media purse strings, Customer Service Teams are the front line of customer engagement.  This infographic shows why closer collaboration between...

Press release: DX selects Sentiment for social customer service

28 February 2017

Sentiment today announced that DX, a leading independent mail, parcels and logistics end-to-end network operator in the UK and Ireland, will deploy Sentiment’s intelligent social customer care...

Infographic: The five pillars of social customer service ROI

31 May 2016

We recently published the results of our latest survey which highlighted the key trends in social customer care and delved deeper into the key priorities and challenges that businesses faced in...

AAA Twitter customer service: automate, accelerate, answer

11 May 2016

Back in the day, tweets were seen by some as digital wrappers for the next days’ fish and chips - 140 characters of trivia that would be quickly forgotten.  How things have changed.  Twitter has...

Pret shows how customer insight can shape what your brand does next

29 April 2016

When you are travelling on a Deutsche Bahn ICE train and you feel peckish you can buy a couple of meat-free dishes in the restaurant car - if that’s what you want.  Putting a choice of tasty,...

Digital interactions to overtake voice by end of year, but service quality still needs improving

25 April 2016

Each year, Dimension Data publishes its Global Contact Centre Benchmarking Report and the 2016 edition is out.  The headline message in 2015 sounded a strong warning for contact centres that...

What to expect from social customer service in the year ahead

13 April 2016

We recently put together a very quick survey highlighting some of the key trends in social customer service for the year ahead.  We then simply asked businesses which of these they saw as the key ...

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