Tag: social media

Integrating social media into your contact center

A few years ago, conversations about the utility of social media for business would focus on social media as a listening tool. Experts would position social media as a way to passively gather data from the market to learn…

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An Epic Customer Service #Fail – And its Solution

Customer waits on-hold for 8 hours

When a Toronto man phoned an online electronics retailer for help with his order, he had no idea that the call would become a hyperbolic jump into the customer service looking glass. Due to an extraordinary glitch in…

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