social customer service
Want Your Customers to Love You? Start by Actively Listening!
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
Social Customer Service… Then and Now
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of...
Set Response Times and Customer Expectations for Social Interactions
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...
Provide Social Customer Care Agents with Situation Guidelines
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...
Top 5 Posts in October
What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the...
Social Customer Care Training Tip
The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from...
Social Customer Service: When to Respond, When to Escalate
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....
