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Twitter customer service – what’s it worth?

December 7, 2016 • Blog • 1594

by Dionne Lackey Omni-channel may seem like one of the most over used phrases when we talk about customer service these days, but...
How brands can get quicker on social media response times

December 6, 2016 • Blog • 1575

By Anita Matthews, Nov 28, 2016 11:00:00 AM Customers didn’t tell brands they wanted to use social platforms for service –...
Moving through the change curve

December 6, 2016 • Blog • 1120

This week I moved house. It’s been the normal frantic, last minute packing of boxes. A well-known time of stress and angst. And...
A holistic way to tackling customer complaints

December 6, 2016 • Blog • 1044

I have never met a manager in any industry or position who does not proudly commit to tracking the root cause of every expression...
Ahead of his keynote session at Customer Contact Expo, Dave Coplin, Chief Envisioning Officer at Microsoft discusses how our lives are about to collide with Artificial Intelligence.

September 15, 2016 • Blog, News • 772

Artificial Intelligence (A.I.) is the most important thing on the planet right now. The potential of A.I. for both positive and...

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