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Hard data for easy customer conversations
Speaking to customers used to be easy. There was a time when regional banks once knew the names of everyone in town, their birthdays and their favourite drinks on a Friday. And not so many years ago, a big advertising campaign with a small inbound contact centre to fix any small issues, was considered a […]
Speaking to Gen Y – what’s the cost of getting it wrong?
It’s no secret that Gen Y is not like any preceding generation. They have grown up as digital natives with technology and social platforms a key part of their lives. The challenge this presents for companies is developing a personal business-to-consumer relationship with them when they don’t want to speak to you or come into […]
Tweet your customers better with Twitter
Twitter can now be integrated into your contact centre, with new software from IPscape allowing tweets to be responded to by your customer service representatives in a timely fashion.