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5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

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...
Social Customer Service... Then and Now

Social Customer Service: Advice from the Experts on How to Move Forward

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

Social Customer Service: Lingering Issues to Overcome

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...
Contact Center Pipeline April Issue - Featuring Employee Advocacy

Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned...

Top 5 Posts in December

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...
Contact Center Pipeline Top 10 Call Center Blog Posts for 2015

Top 10 Posts of 2015

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...
Contact Center Pipeline Blog