Tag Archives: letter

The omni-channel demands equal service for all customer service

Back in the day when writing a letter of complaint to a customer service centre was still the best way to get a response, how quickly did you expect to get a reply from the company you reached out to? … Continue reading

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Contact centres to be boosted with social media in 2012

Alistair mentioned how he had seen some research predicting that spending on social media in both marketing and customer services would rise in 2012. I also noticed a report over the holiday season that detailed how existing customer contact centres … Continue reading

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Bridging the digital divide

We have explored ideas on this blog related to new contact methods – many consumers are complaining about poor service using social media channels and brands are starting to answer those complaints without ever being called. But what might happen … Continue reading

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Is social media reinventing customer care?

Can you remember the first time you ever used a contact centre? It seemed revolutionary at the time that you could ring a company directly and talk to them. Before the telephone revolution, brands expected you to write a letter, … Continue reading

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