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 […]
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 […]
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.
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