Why contact centres must integrate digital and social media

16 April 2015

Contact centres must integrate digital channels as part of an omnichannel strategy, or they will become extinct. That's the message from Dimension Data's '2015 global contact centre benchmarking...

Infographic: The best times to post social content

18 March 2015

Let's start with a given. If you engage on social channels you want to maximise the reach of your content for your target audience. Timing is everything and getting this right is a combination of...

Utility companies need to plug the gaps in social customer service

25 February 2015

Research from Capgemini Consulting predicts that the number of customers using social channels to contact their utility supplier will reach almost 624 million by 2017. That's the population of...

Using approvals to monitor agent engagement could prevent PR nightmares

21 October 2014

US clothing brand Hawke & Co found itself in the middle of a Twitter storm over the weekend after a disparaging tweet was sent to one of its customers, Christian Conti, by a team member. The...

Online retailers can't afford to ignore customer tweets

29 September 2014

When was the last time you bought abook online? Did you buy it fromAmazon, orWaterstones, orWH SmithsorTescoorBlackwell's? As consumers we are spoilt for choice. But when it comes tocustomer...

B&Q tops second social customer service table

24 September 2014

What an amazing couple of weeks it has been for one of oursocial customer serviceclients,B&Q. Hot on the heels of the recentveeqotest, where it beat the top 10 UK retailers on Twitter response...

Sentiment customer B&Q leads UK retailers on Twitter response times

18 September 2014

http://sentimentmetrics.com/

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