Monday Feb 03, 2014

4 Takeaways on Modern Customer Service from CloudWorld

Oracle held CloudWorld last week in San Francisco. While there were many ideas and themes being discussed in the Customer Service track, several stood out as key differentiators for any company interested in delighting customers.[Read More]

Tuesday Oct 22, 2013

Understanding When Social Interactions Should Be Resolved in Another Channel

Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. [Read More]

Wednesday Oct 09, 2013

Using Social Media Trends to Proactively Improve Internal Operations

Most businesses focus their social media activities around two goals: revenue generation from marketing activities and improving customer engagement and satisfaction by responding to social queries. However, they should also be using social data in real time to improve processes and agent performance.[Read More]
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