All posts in "SaaS"
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Measuring social engagement for customer service

You need to measure engagement to be able to manage the social customer service you provide, demonstrate value alongside traditional channels, improve agent performance, and justify investment. KPIs on social are similar to those for voice, email and chat but they should always be driven by a commitment to early resolution and quality engagement. Here’s […]

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Driving agent productivity for social media teams

Contact centres will lose efficiency if they do not monitor and analyze agent performance on social channels. Obviously optimizing resources and your training plan will be driven by your organization or client requirements, but there are best practice guidelines to help. Role configuration • It is important to configure your engagement console to benefit the […]

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Social customer service as a sales tool

Lots of brands are starting to share how social engagement has driven higher sales and there is an opportunity to improve customer acquisition, loyalty, retention and repeat business with positive engagement. The Institute of Customer Service, in its Service Goes Social report, found there was an upside to increased consumer appetites for social engagement. It […]

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Multilingual support for social customer care

In a global economy, businesses need to be able to support customers who talk a number of languages and ensure they have the right resources to effectively manage interactions in appropriate time zones. So, here are a few tips to bear in mind when scoping out your strategy, whether you have a central service team […]

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How to improve customer interactions on social media

Response and resolution Research and surveys have shown that there are two key areas where contact centres really need to improve the service they provide. These are response rates and times, and issue resolution. Contact centres understand how to meet SLAs for traditional channels and social media requirements are no different. What is different is […]

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Deploying social media as a contact channel

When it comes to the social channels you need to monitor, in a sense the choice will be made for you because you will need to focus on integrating the social platforms which matter most to your customers. You will have discovered this in the planning phase. It’s best to prioritize two or three and […]

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Team building for social customer service teams

When it comes to social, you need to invest in the people who are the gatekeepers of your brand’s reputation in a very public domain. The quality of the support team you build, the training programme and engagement tool you provide, and how you reward staff is absolutely key. Customer facing roles are changing and […]

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Legacy social engagement software vs next generation

Blended architecture The legacy never really ends when it comes to architecture. Investment in existing technology is protected because consumers will continue to contact brands on traditional channels. The challenge for contact centres is to assess whether their current technology is fit for purpose to deliver digital customer service, including social channels, or whether you […]

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Cost to serve benefits deploying social in your contact center

Every business wants to save money and migrating customers from more expensive contact points will help you deliver cost savings. But, to encourage more customers to use cheaper social channels you need to instil confidence that it can be as easy and effective as, say, calling an agent. Research from Ovum, in its Where Contact […]

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How to plan for deploying social in your contact center

Contact centres need a robust strategic approach to setting up and evolving customer engagement on social channels. If you simply look at existing internal KPIs and run with a quick fix you may be able to pick low hanging financial fruits in the short term. However, your plan needs longevity and should align with your […]

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