26 Tips to Personalise Customer Experience

26 tips to personalise a customer experience
6 steps to get started with Social CRM

With an ever increasing number of customers engaging with companies via social media, building this social data into your customer relationship management systems is crucial.  Companies need to know when a customer asks, and indeed solves, a problem on a customer community or external social network.  They need to know which is the preferred communications method for a particular customer and whether they’re a particular brand advocate.

6 Steps to get started with Social CRM
The Top Ten Call Centre Problems

Call centres are at the front line of customer service. But many things can stand in the way of optimum service provision. So, what are the biggest problems facing call centres today? And crucially, how can they be overcome?

The Top Ten Call Centre Problems

 

Using QR Codes and Near Field Communication (NFC) Tags to Know Your Customers
QR Codes and NFC Tags

 

Social Media: The Challenge and the Opportunity for Contact Centres

In its short history, social media has generally resided within the marketing and PR function of a business. Initially seen as an innovative route to market and a dynamic channel for marketing to promote new products and offers.

However, as a recent study by NM Incite shows, more and more customers are turning to social media channels for customer care. Nielsen’s research highlights that nearly 60% of 18-24 year olds are now actively seeking customer service through social channels.

With this being the case, there is a strong argument for the contact centre to start managing social customer service. An argument that becomes stronger when we start to explore customer expectations across social channels

Social Media: The Challenge and the Opportunity for Contact Centres

Gov’t agencies seek to sequester savings with self-service

Gov’t agencies seek to sequester savings with self-service