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Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...
Changing Employee Engagement in the Contact Center

The Changing Landscape of Employee Engagement

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016...
Employee Advocacy: Common Missteps to Avoid in a successful employee advocacy program at your contact center

Employee Advocacy: Common Missteps to Avoid

While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch...
Employee Advocacy is Rooted in Call Center Culture

Elements of an Employee Advocacy Program

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to...
Employee Advocacy is Rooted in Call Center Culture

Employee Advocacy Is Rooted in Culture

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Consider an Internal Advocacy Program

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...
Set Response Times and Customer Expectations for Social Media Interactions with the Call Center

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...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.video

Executive Talk: Michael Pace, Pace of Service

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...
A key consideration for your social customer service team

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....
Training Social Care Agents

Coaching and Training Social Care Agents

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...