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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%.

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Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Expert Panel Reflects On Sad Social Media Rants to Reveal 7 Surprising CX Insights.

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3 Ways Employee Disengagement Is Hurting Contact Centers

Uniphore

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. Register Now.

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5 Tips for a Great Social Media Customer Service Strategy

Fonolo

A good call center leader understands the importance of customer service. If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . How to Develop a Customer Service Strategy for Your Contact Center. Cost savings.

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Everything you need to know about an omnichannel contact center

Callminer

An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.

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Five Reasons Why E-commerce Players Need Social Media Contact Center Software

Hodusoft

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. While we can still debate which sector has been impacted the most by social media buzz. Multi-channel communication.

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How to Train and Onboard (Work From Home) Contact Center Agents in 2021

Uniphore

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.