Tag Archives: monitor

Listening to your customers

Handling customer service on new social channels is very different to voice, email, or chat, but many commentators have failed to acknowledge just how different social customer service really is. Social Media Today just published some interesting research focused on … Continue reading

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What are the standard KPIs for social customer service?

When a service provider – like Teleperformance – takes on the customer service function for one of our clients, one of the most important aspects of the deal that has to be agreed is the choice of Key Performance Indicators … Continue reading

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