The top reason customers are looking for you in social media
May 16, 2012 by Michele McGovern
Surprise: The main reason customers reach out to you in social media isn’t just to chat or vent.
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May 16, 2012 by Michele McGovern
4 tips for delivering better-than-ever online service
May 7, 2012 by Michele McGovern
The popularity of online service will only grow bigger. Here’s how to stay ahead of the game.
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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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Top 3 guidelines for using social media to help customers
March 6, 2012 by Michele McGovern
Whether you’re just getting into helping customers via social media or are seasoned pros at it, these guidelines will help you become savvy in the newest service channel.
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Customers recording you? What you can do about it before it hits YouTube
February 6, 2012 by Michele McGovern
Can you stop customers from recording conversations with your agents, then posting those chats online? Legal experts weigh in.
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When a service mistake can make you look good
February 1, 2012 by Michele McGovern
Handle a mistake the right way, and it may actually make you look good, not bad.
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Which generation dislikes your contact center most?
January 23, 2012 by Michele McGovern
Some generations can deal with contact centers better than others. The generation that likes to call least may surprise you.
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An online industry giant shows money can be made on the phone
September 28, 2011 by Michele McGovern
In a day and age when most companies try to push customers online for help, this Internet giant is inviting them to call more than ever.
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Why you need to respond to online complaints right now
June 29, 2011 by Michele McGovern
No one can escape online complaints these days. What’s good about those complainers is you can easily turn them into loyal customers.
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Who’s tops in online customer service?
February 17, 2011 by Michele McGovern
Here’s who ranks tops in online customers, and what any contact center can learn from it.
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