Tag: social customer care

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...

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...

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...

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...

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...