Dec 04, 2016

Managing a Social Media Crisis

In today’s digital age, social media has given everyone a platform to voice their opinions. Regardless of follower count or intent, a single retweet easily spreads sentiment like wildfire to everyone from friends and family to followers and fans. As easily as praise for your brand can spread online, so too can a potential crisis that could damage your reputation.
Dec 05, 2016

How to Measure Customer Satisfaction

By tracking quantitative and qualitative data from a wide variety of sources, you'll get a better picture of where you stand with your customers. If you limit yourself to only one or two sources, you’ll end up with a false understanding that can lead to misguided business decisions.
Dec 05, 2016

Improving Your Agent Efficiency in Six Simple Steps

Customer service has always been seen as essential to establishing brand loyalty, yet many consumers will tell you companies have lost sight of that. Due to quick access to more information from the internet, consumer expectations have shifted. Companies must find ways to meet their expectations, fluid as they may be, and find ways to keep up as they continue to change.
Dec 07, 2016

3 Surefire Ways to Drive Better e-Commerce Engagement

With the advent of online shopping and e-commerce, consumer expectations have only increased. Your customers expect to have their questions answered as they shop -- regardless of device, channel, or time of day. To help you address their growing expectations, we've put together three tips for how to provide a better e-commerce engagement and keep your customers coming back.
Dec 12, 2016

What is Excellent Customer Service Really All About?

Excellent customer service must first satisfy a consumer’s needs with a resolution of their problem, then meet their expectations for speed, efficiency, and courtesy, and finally “delight” them by creating an emotional connection with the brand. To provide this high level of service, companies need to use smart technology to offer personalized, omni-channel experiences.
Dec 11, 2016

Trend Alert! 3 Predictions for the Future of Social Media Marketing

Brands are benefiting from the content their fans create, and the ability to provide a better customer experience via social networks. Yet despite the many social tools in their arsenal, marketing professionals have hit a ceiling with social media. As a result, brands need to get creative and start using social media differently in their outreach efforts.
Dec 16, 2016

3 Ways to Make Social Media Advertising Work for Your Brand

Now more than ever, people across the world have the means to communicate and share information in a more accessible way through social media. In turn, brands now have the ability to interact on a more personal level with their customers. Here are three ways to leveraging technology to master social ad management.
Dec 18, 2016

Getting Started With Customer Journey Mapping: What You Need to Know

Providing a positive customer experience is critical in order to retain customers, gaining their loyalty and positive word of mouth. Companies who fail to realize this are in danger of losing customers to their competitors. Now more than ever, customer satisfaction should be Number One on your list of concerns.
Dec 19, 2016

Up Your Self-Service Game: 4 Tips for Using Virtual Agents

According to Gartner, by 2020, customers will manage 85% of their relationships with brands without ever interacting with a human. With more companies putting virtual agents to work, it is crucial to understand how they can make self-service easier and provide a better customer experience. Here are four tips on how to "level up" your customer self-service offering with virtual agents.
Dec 20, 2016

Knowledge Management in the Call Center: 6 Ways You're Getting It Wrong

Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.