The reputations of organisations are taking a beating in social media, with consumers going so far as to boycott companies based on comments made on sites such as Facebook and Twitter, a new survey has found.
Apple saves $5 million a year on case and email deflection, while its agents find information 47 per cent faster than before they invested in something called Transformational Knowledge. In today’s consumer-empowered marketplace, you cannot afford negative customer experiences. However many companies lack the tools and processes required to empower their employees to deliver great customer experiences. In this whitepaper, we look at how to breakdown silos and deliver great customer experiences.
