On his latest Podcast Series installment, Paul Stockford shares recent research that over half of U.S. based contact centers use some form of social media for customer service. And while Twitter continues to grow in use, Facebook for customer service is in decline. Tobias and …
Social Customer Care
Disrupted Not Destroyed by Technology
Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia. Digital photography created an archaic brand in Kodak. And did you ever hear …
Emoticons make their way into customer service :-)
One of the first things agents learn in customer service training is to say “My pleasure” instead of “No problem.” Contact centers spend countless hours training agents to communicate in a way that resonates with customers:
Be polite
Be kind
Be helpful
However it might be time add one …
Tobias Goebel On Domino’s Self-Service Offering
Aspect’s Director of Emerging Technologies, Tobias Goebel, explains the importance and impact of Domino’s decision to offer pizza ordering on social media via self-service and utilizing Twitter’s broader direct message capability.
Domino’s CEO Patrick Doyle “It’s the epitome of convenience. We’ve got this down to a 5 …
What Marketers Can Learn From the Customer Experience
Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past three …
Is Your Contact Center Catering to Millennials?
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing Research at the University of Massachusetts Dartmouth. When millennials are looking to interact with companies/brands online, …
Benchmarking reveals customers’ growing preferences for self-service
You’ve likely heard of, if not tried Siri, Cortana, the Lowes robot (OSHbots) or Amazon’s Echo. These virtual assistants are only becoming more popular and more relied on. Whether it is reporting the traffic or identifying the proper stain for new cabinets, the basic purpose …
INFOGRAPHIC: Six “Super Agent” Customer Service Resolutions for 2015
Hey, it’s Erica! Greetings from the “agent” side of the customer experience!
If you’ve been following me on Twitter or Facebook this past year, you know how much of a blast I’ve had giving shout-outs to my fellow agents and businesses who are going above and …
Is Your Social Customer Care Strategy on Track? Advice from Aberdeen
Equipping your agents with the right social media management software has meant great things for customer contact and the customer experience overall. As customer behavior has shifted to reflect a growing interest in social engagement, it makes sense for businesses to incorporate social CRM tools …
Shopping is Social Too
For years now we have shared, reviewed and recommended products on social networks such as Yelp, epinions and Buzzillions. Research from public relations firm Weber Shandwick found that consumer reviews are much more influential on consumer electronic purchases than those from professional critics. This week, …