Articles - Social Media

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Top Tips for Social Customer Service

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How to Provide Great Social Customer Service

How to Get the Most Dangerous Customer Service Channel Right

13 Predictions for the Future of CRM Systems

There’s Nothing Funny About Customer Service – or Is There?

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What is Social Customer Service?

Are Your Social Media Interactions Too Formal?

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How to Choose the Right Technology for Your Call Centre

Are You Running a Great Multichannel Operation?

2016 written on road

What Will Happen to the Contact Centre in 2016 and Beyond?

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What is the Best Way to Handle a Complaint Through Social Media?

Recorded Webinar: Delivering Great Customer Service to the Mobile and Social Customer

The Best Ways to Improve First Contact Resolution

19 Predictions for the Future of the Contact Centre

Recorded Webinar: Improving Customer Service on Social Media

Is Email on its Way Out?

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Social Media Survey Results

2022 lightblub

Who will you call in 2022?

Turning Complaining Customers into Fans

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5 reasons why support forums need to move on

Social Media and Customer Service: Which Network is Best?

Forget Net Promoter, Try the Customer Effort Score

Ten examples of crowdsourcing

Crowdsourcing: the customer as expert advisor