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Social Media

Explore our range of resources on managing social media interactions in contact centres to enhance customer engagement and support.

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Duck, Duck, Goose: Filtering Tweets With Social Analytics

Duck, Duck, Goose: Filtering Tweets With Social Analytics

What is the Best Way to Handle a Complaint Through Social Media?

What is the Best Way to Handle a Complaint Through…

Recorded Webinar: Delivering Great Customer Service to the Mobile and Social Customer

Recorded Webinar: Delivering Great Customer Service to…

The Best Ways to Improve First Contact Resolution

The Best Ways to Improve First Contact Resolution

What are contact centres planning over the next two years?

What are contact centres planning over the next two years?

19 Predictions for the Future of the Contact Centre

19 Predictions for the Future of the Contact Centre

Recorded Webinar: Improving Customer Service on Social Media

Recorded Webinar: Improving Customer Service on Social…

Is Email on its Way Out?

Is Email on its Way Out?

Social Media Survey Results

Social Media Survey Results

Who will you call in 2022?

Who will you call in 2022?

Turning Complaining Customers into Fans

Turning Complaining Customers into Fans

5 reasons why support forums need to move on

5 reasons why support forums need to move on

Social Media and Customer Service: Which Network is Best?

Social Media and Customer Service: Which Network is Best?

Forget Net Promoter, Try the Customer Effort Score

Forget Net Promoter, Try the Customer Effort Score

Ten examples of crowdsourcing

Ten examples of crowdsourcing

Crowdsourcing: the customer as expert advisor

Crowdsourcing: the customer as expert advisor

Ten ways that social media can give you a competitive edge

Ten ways that social media can give you a competitive edge

Top Tips for Internet Chat in the Call Centre

Top Tips for Internet Chat in the Call Centre

Using Analytics to Avoid Complaints on Social Media

Using Analytics to Avoid Complaints on Social Media

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