Why contact centres must integrate digital and social media

10 October 2017

Contact centres must integrate digital channels as part of an omnichannel strategy, or they will become extinct. Customers under 40 want to use social channels and chat apps for service and will...

Social Media Playbook for Contact Centres

14 December 2015

It's not news that contact centres need to integrate social media channels. But, many are struggling to understand how to do this to meet growing customer demand for an omni-channel experience,...