Social Customer Care

The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need....

Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social...

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers...

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...

There have been significant changes in the social media world over the past eight years, for sure. New networking sites have emerged, and others...

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by...

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of...

Because social media interactions take place in a 24/7 world, your social service strategy needs to define your response time goals for various social...

While a good social service training program provides agents with a basic understanding of how social media works and the differences for engagement among the...

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from...

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything....