The availability and use of the right metrics have ALWAYS been at the heart of the most successful contact center operations.  So, it’s no wonder that, as more and more contact centers are given the responsibility for handling social media based customer service, a question I’m hearing more and more often is:  What are the [...]

Social media adoption and usage rates are increasing at a nearly exponential rate.  Simultaneously, HOW social media is used, and consumer expectations are changing. To address this increase in volume, and changing consumer usage and expectations, a new set of practices and technologies known as social media response management is quickly emerging.  This article provides a [...]

There are some changes happening with the way your customers and prospects are using social media, that if not handled properly, could not only affect your efforts to add new customers to your customer base, but could negatively affect your retention/churn rates as well.  This post provides an overview of what’s changing and why, the [...]