How to integrate social media into your contact centre

04 August 2017

According to the Dimension Data 2016 Global Contact Centre Benchmarking Report, digital interactions now account for 42% of all interactions in the contact centre, and this continues to grow.


The Uncertainty of Measuring Social ROI

01 July 2014

How can you improve your contact centre by integrating social media?

14 April 2014

Last week Becky and I set off to the Bedfordshire/ Buckinghamshire Networking Event sponsored by ONI and hosted by the SECCF in Luton. Our journey there was smoother than expected, those who have...

Integrating niche networks into your social strategy

13 March 2013

Christian Arno from Social Media Today has said: 'The world of social media might be crowded, but that's certainly not stopping new players entering the market.'These days, businesses are...

Social media analysis of #rockupinred

07 February 2013

The British Heart Foundation's Rock Up In Red campaign got people tweeting, posting Facebook comments and replying on forums in their thousands providing vital insight for the BHF to measure and...

How to make a social campaign go viral on YouTube

28 January 2013

Content can go viral on social media channels like YouTube at the click of a button. Sometimes a brand can find itself at the centre of a viral campaign for all the wrong reasons, but with clever,...

New Year Social Media Checklist: An Engaging 2013

02 January 2013

Is it really that time of the year again already?! A new year, a new start ... and all that jazz. Statistics show that social media will be more important than ever for brands this year. Social...

US Grand Prix a huge success with social media users

20 November 2012

This weekend Formula 1 returned to the US for the first time in 5-years.

Formula 1 has always had a mixed relationship with America. The popularity of NASCAR has significantly impacted Formula...

Skyfall's social media success

02 November 2012

O2 gets it right on social media

11 October 2012

Figures from Mashable show 62% of consumers already use social media to raise customer service issues and this is only going to increase. Achieving efficient online customer service is becoming...