From social media channel to customer moment: why brands need to listen differently

Social media has long since ceased to be a place where brands only post updates. It is the place where reputation is created, customer expectations become visible and trust can grow or disappear. A complaint, a delayed response, a missed cultural moment or an unexpectedly positive experience can determine how people view a brand in […]

How do you train employees on new customer service cloud solutions?

New cloud customer service tool? Find out how to get employees on board quickly and effectively – training plan included.