Web 2.0
Social networking and web 2.0 technologies are impacting many areas of businesses today particularly in the customer service domain. As organisations embark on building a multi channel contact centre strategy which includes voice, e-mail and web chat, the social channel is starting to emerge as an important channel for contact centres.
CCStrategy regular, and global blogger Carol Skyring looks at the drivers and hidden threats of the new social media.
Should your corporate Twitter feed be in your company's name or the name of an individual? So asks Steven Lewis.
Most Recent Web 2.0
Insights on using Social Media for marketing and customer support from Marc Lindsay, CEO of LTSEO.
This paper discusses how online retailers can better prepare their applications for a future of increasing, but often irregular, demand. It should be of interest to those tasked with managing online retail applications and those that manage the revenue streams that rely on them.
5 TIPS FOR 2010
It's the beginning of a new year, which means a clean slate and a fresh outlook. And it's the perfect time to set some goals and make resolutions for a better you in 2010. So, we've compiled a list of the five resolutions that will keep your program fit and in top form for the year ahead. Here's to your success in 2010!
Over the next year, customer service will fuse with marketing to become a holistic inbound, outbound campaign of listening to and engaging with customers that will rewrite the rules of the game. Be where your customers are: the need for a Multi-Channel Strategy – download this white paper now!
Having started a foray into micro-blogging in January of this year Longhaus were certainly not the earliest adopters of Twitter. However, it has proven to be a useful tool alongside our other communication channels. While only 12% of Australia's 7,000+ medium to large enterprises have adopted corporate social computing, 14% are currently piloting or planning to use these technologies and a further 31% are considering adoption in the next 12-24 months.
The story of Things-4-You: reaping the benefits of IP geolocation
As more and more human activity moves online, it is easy to think that geography no longer matters—surely the internet is without borders? Whilst in some cases this is true, more often than not online activity spills over into the real world. This is especially true for online retail, where purchased goods have to be delivered to someone, somewhere.
As more and more human activity moves online, it is easy to think that geography no longer matters—surely the internet is without borders? Whilst in some cases this is true, more often than not online activity spills over into the real world. This is especially true for online retail, where purchased goods have to be delivered to someone, somewhere.
The launch of Internet Explore 8 (IE8) highlights the challenges and limitations that a failure to address single ID solutions is having on the industry. Productivity improvements and accolades will swamp the organisation that can ultimately sort out this intractable problem. Driving home the issue are the recently released improvements to IE8 which include integration with social networking clients from within the IE8 browser.
This podcast discusses shows you how to:
- Use non-voice channels on web and mobile for customer support
- Cut costs whilst still providing better customer service experience
- Provide your customers the right answer in the most cost effective way?
- Integrate the siloes between voice and web customer services into a single infrastructure and cross channel communications.
- Understand the intent and language of self-service online users to serve them best.
- 'Right channel' customers to their appropriate choice at a reasonable cost.
- Use knowledge management in social collaboration, and vice versa.
Click to listen or download the Podcast now...
- Use non-voice channels on web and mobile for customer support
- Cut costs whilst still providing better customer service experience
- Provide your customers the right answer in the most cost effective way?
- Integrate the siloes between voice and web customer services into a single infrastructure and cross channel communications.
- Understand the intent and language of self-service online users to serve them best.
- 'Right channel' customers to their appropriate choice at a reasonable cost.
- Use knowledge management in social collaboration, and vice versa.
Click to listen or download the Podcast now...
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