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The Social Media Customer Service Opportunity

NICE inContact

Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. Social networks like Facebook and Twitter can no longer be given the diminutive title of “Fad”.

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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

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Everything you need to know about the consumer of 2017

Vonage

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers connect to organizations on social media. A good social strategy focuses on people and building a community. Customer service centers need updating.

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My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. True multi-channel support for blended inbound and outbound voice, voicemail, email, chat, text and social media channels.

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5 Tips for Social Media Customer Service

CSM Magazine

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Contact centers can no longer be viewed simply as cost centers. Build on existing architecture. Blended architecture.

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So how did customer service perform in 2015?

Eptica

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

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Why your CEO should work a shift in the contact center

Eptica

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. In fact, it might actually prove counter-productive should employees jump in and answer calls or social media questions, giving inconsistent or confusing answers.