Where you need to spend social media time and money
April 11, 2012 by Michele McGovern
This is where the bulk of social media action is – and where you should be in contact with customers.
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April 11, 2012 by Michele McGovern
Who’s failing at customer service on Facebook?
April 2, 2012 by Michele McGovern
Now that many contact centers are active helping customers via Facebook, the question is, who’s doing it right?
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How important is social media to contact centers now?
July 20, 2011 by Michele McGovern
Think social media is a passing trend in customer service? New research might change your mind – and social media plan.
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Will customers suffer through bad service just to use a product they love?
July 19, 2011 by Michele McGovern
Will customers suffer through bad service just to use a product they love?
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3 no-cost, unique ways to boost morale today
July 8, 2011 by Michele McGovern
When time and money are tight, rely on these three unique ways to boost morale in your contact center.
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It just got easier for customers to complain
July 5, 2011 by Michele McGovern
With a few keystrokes, customers can complain to you, on Facebook and via Twitter simultaneously. Here’s how.
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Why customers might ‘opt out’ or ‘unlike’ you
June 22, 2011 by Michele McGovern
Customers who once loved you may leave you. Here’s why.
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What’s the one thing you can do to get more customers?
May 27, 2011 by Michele McGovern
What’s the one thing contact center agents can do every day to help boost the company’s bottom line?
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Online complaints: What to keep public, what to take offline
May 3, 2011 by Michele McGovern
You’re ready to respond to a customer who vows online that he’ll hate your company until the end of time. Now what do you post online and what do you save for one-on-one interaction?
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3 ways to get social media right
December 29, 2010 by Michele McGovern
Social media may have been Marketing’s brain child, but customer service professionals are making it a powerful business tool. Here’s how contact center agents can get it right.
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