Customer Experience News & Trends

3 tales of truly outstanding online customer service

Online service can’t deliver the personal punch that a phone call or in-person visit can. But if it’s done right, it can build customer loyalty.

3 important lessons from a social media trailblazer

As more and more contact centers add social media to their help menus, these lessons from a trailblazer will help.

Is Twitter for your contact center? Two ways to find out

Everyone from Tiger Woods to Comcast is on Twitter these days trying to improve their image. But is it for your contact center?