Social media is important to our business (just don’t try talking to us on it)

With the majority of businesses struggling with the issue of incorporating social media into their customer contact mix, two recent reports highlight the difference between perception and reality, and the huge opportunity for those businesses embracing new media to intimately interact with customers.

Generation Y - should customer service leaders fight or collaborate?

Customer service leaders influenced by a blanket negative portrayal of young people in the UK may fear recruiting their next batch of staff, but Natalie Calvert says Generation Y is not only misunderstood, but presents the opportunity to deliver dynamic, personalised service to a level that is hard to create today.

Next generation ‘net native‘ staff demand the latest tech at work

The next influx of customer service workers expect their employers to provide them with the latest technology and social media tools so they can work effectively, according to research by Siemens.