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Survey: Companies failing to deliver on omnichannel customer service
San Francisco – Seventy-three percent of consumers think that companies are paying more attention to generating sales across multiple channels than they are in delivering a seamless customer service experience across those same channels, according to a global survey of 7,000 consumers in seven countries. Meanwhile, when consumers can’t get an answer or fast response elsewhere, they are falling back to phone support as their primary contact method.
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Five Easy Steps to Retail Social Media Engagement
By Andrew Kokes, global VP, marketing & product management, Sitel
One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service. Social media is moving beyond contacts and interactions to a culture of community and collaboration for the most engaged and customer-centric companies.
