Archive | May, 2015

How to Get the Response Right When Providing Customer Support via Social Media

Social media can be a blessing or a curse, providing instant access to customers, a way to reach them on their own terms, and offering them a platform to complain can be challenging. Getting social media interaction right is not easy and many companies have learned that the hard way. So, what represents best practice [...]

Continue Reading

LZS: The New Hero or Zero?

As self-service channels continue to gain speed, new metrics are hitting the contact center scene to help gauge overall efficiency. The latest self-service metric to arrive is Level Zero Solvable (LZS). It provides a snapshot of the self-service portal’s success by measuring the percentage of occurrences when an agent resolves an issue that could’ve been [...]

Continue Reading