Facebook disrupt with new social survey tool

Facebook disrupt with new social survey tool

Blog post by Neil Terry, Customer Experience Manager at Callmedia Within the last 24 hours Facebook has rolled out their new Reactions, which could ultimately disrupt the customer feedback market. In Feb 2009 Facebook introduced the ’like’ capability where users could...
Contact centre predictions for 2016

Contact centre predictions for 2016

With the post holiday season cobwebs now well and truly shaken off, we look forwards and predict a host of changes within the contact centre industry over the course of 2016. Changing the channel. There will be a shift towards digital channels, rather than voice....
Contact centre checklist – part one

Contact centre checklist – part one

Five contact centre features you should be using (but might not be). You may think you’re running an efficient and cost effective contact centre, but there’s always room for improvement when it comes to the customer experience! Whether it’s gaining more insight into...