Stay on top of the latest thinking about Business Process Outsourcing (BPO) and Contact Center solutions, everything from to the best outsourcing destinations to best practices for multilingual project implementation.
Building a message map lends some process behind how to respond to public conversations. It reduces the risk to corporations of erratic responses and acts as an efficiency aid for agents who are tasked with managing hundreds of social posts a day.
Several best practices emerge from the research conducted as part of this study. Some of these practices are already being effectively employed at the benchmark companies while others are underutilized practices that represent opportunities for companies to expand and improve their social care efforts.
Our research identifies the key areas of savings and benefits when live chat service is implemented. We assessed ongoing costs related to labor, hiring, training, program management and technology. Our data has been collected through operations research and interviews with contact center managers with expertise in chat and voice channels.
We recently measured how do customers react to Customer Support provided over several Fortune 500 companies’s Social Media Channels. Sentiment is the overall positive or negative opinion of brands across social media channels.
We take a look at how some of the biggest companies in the world – Apple, Best Buy, HP and Google provide customer service through multiple Social Media Channels.
