5 Tips for Stellar Social Customer Support

Comcast is expanding its social support efforts, but is the company doing enough?

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Are You Strangling Your Contact Center?

How can you provide stellar customer care if you knowingly hinder the progress of your front line? Put your money where your mouth is—up-to-date technology and respect means engaged employees and happier customers.

Michele Masterson | Mar 25, 2015
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IBM and Twitter Deliver First Set of Codeveloped Data Analytics Tools

New solutions will provide relevant social data to customer service reps.

Maria Minsker | Mar 20, 2015
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Cisco Context Connects Contact Centers with Customer Journeys

Think your organization offers a great multichannel experience? Unless you're connecting the dots between channels, your customer service is less than optimal.

Michele Masterson | Mar 18, 2015
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Digital Channels Are Slowly Making Call Centers Obsolete for Some Adobe Customers

National Australia Bank and Time Warner customers prefer a mobile touch point.

Maria Minsker | Mar 13, 2015
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Salesforce Intelligence Engine Offers Contextual Omnichannel Customer Service

Data science fuels better workflows and business processes.

Michele Masterson | Mar 11, 2015
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IBM’s Commerce Unit is Serious about Customer Service (Q&A)

The new general manager of IBM Commerce, Deepak Advani, shares his vision for an experience-centric strategy in an interview with Smart Customer Service.

Maria Minsker | Mar 06, 2015
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Customer Satisfaction Inches Higher, Increasing Sales Opportunities (Q&A)

A CFI Group study suggests agents and their call performance can influence purchasing. Read our exclusive interview with CEO Sheri Petras.

Michele Masterson | Mar 04, 2015