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5 reasons social customer service belongs in the contact center

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just…

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Infographic: Social customer service expectations in 2019

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital…

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The Importance of Gender-Neutral Language for Customer Service

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because…

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The Payless bankruptcy is a cautionary tale for digital laggards

A couple of weeks ago, it was announced that Payless would be filing for creditor protection and filing bankruptcy after they were unable to pay February’s rent on retail locations, and that all 2,500 North American locations would…

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Women who made the modern contact center possible

March is Women’s History Month – which was created to educate and promote the achievements of women who have often been overlooked. Often when we think about the modern telecommunications industry, the pioneers we think of tend to…

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The importance of live chat for digital customer service

As digital customer service increasingly becomes the norm, live chat is quickly growing in popularity as a customer support channel. According to Forrester’s Kate Leggett: Chat offers many benefits to the customer: companies can quickly connect customers to…

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Benchmarks for digital customer service success

Customer expectations for digital customer service are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors so that you have a firm understanding of how you stack up. By measuring your…

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Why are companies still ignoring complaints on social media?

Recently, I had a frustrating customer service experience that is still, sadly, all-too-common. Last year, I bought a couple of pairs of pants from a brand that I had known to be very reliable and durable when I…

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Getting the right tone in customer service: some do’s and don’ts

Tone is one of the most important aspects of a successful customer service interaction; when recalling the interaction later, customers won’t remember the words that you used, but they will remember the tone and how it made them feel….

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Google’s €50m fine and the high cost of poor cyber security

In January it was announced that Google was to be fined €50 million for violations of GDPR – the EU’s set of data protection regulations, which went into effect May 2018. The reasons cited for the fine were: Users were…

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