The ethical dilemma of social media
Social media platforms like Facebook and Twitter are becoming a popular communication trend in business. Unfortunately, the trend sometimes comes with unforeseen ethical problems for the business. One bad tweet could end up hurting your sales, your image and your...Resolutions trump answers in customer care
There is a big difference between answers and resolutions, especially when it comes to customer support. Is serving up pages upon pages of search results on a web page for your customer or agents to scroll through really providing an answer? Sometimes an answer isn’t...Can you trust post-call surveys?
Post-call surveys are an essential part of the call centre manager’s toolkit – but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them? “Based on after-call surveys, many companies are far too complacent about how well...Social media and the conversation centre
Social media blunders strike fear into the heart of any marketing manager. In the case of First National Bank, a distasteful response to a harmless query caused outrage on social media and left an unsightly blemish on the company’s otherwise polished social media...Customer satisfaction surveys are important
“A satisfied customer is the best business strategy of all.” These words, by the acclaimed business author, speaker and former management professor, Dr Michael LeBoeuf, mean that by ensuring that your customers are happy the first time they conduct business with you,...