#17 Towards a mobile customer service era w/Martin Hill-WIlson

Customer Service Culture [EN]

#17 Towards a mobile customer service era w/Martin Hill-WIlson

19 dic 2016 · 1 h 4 min. 21 sec.

Capitoli

01 · Welcome to Martin Hill-Wilson

51 sec.

02 · Why some brands are reluctant to embrace SCS

2 min. 31 sec.

03 · 2 things that brands should do to take advantage of SCS

4 min. 15 sec.

04 · Talking about the 'God of Social'...yes, you read it well!

5 min. 11 sec.

05 · Why transparency in customer service pays off

6 min. 39 sec.

06 · Why AI is modeling a brand new customer service scenario

9 min. 21 sec.

07 · An hamletic question about instant messaging Apps...

16 min. 1 sec.

08 · If you're a global brand don't underestimate cultural differences

18 min. 15 sec.

09 · Will Snapchat become a new customer service channel?

20 min. 15 sec.

10 · Martin's admired brands as for Social Customer Service

23 min. 15 sec.

11 · The essential skills for a social customer service agent

29 min. 29 sec.

12 · SCS: why detecting customer's emotional signature is crucial

31 min. 55 sec.

13 · Will the rise of AI and chat bots affect call-centre jobs?

39 min. 39 sec.

14 · 3 communication aspects humans remain excellent at

45 min. 11 sec.

15 · The very moment you need to escalate to live interactions

47 min. 15 sec.

16 · Current and future trends of AI and Apps for CS

50 min. 21 sec.

17 · How chat bots may become useful in our everyday life

56 min. 9 sec.

18 · [2007-2016] Facts and consequences of the social-mobile revolution

57 min. 57 sec.

19 · 80% of social engagement is on mobile

58 min. 39 sec.

20 · Wrap up

1 h 1 min. 47 sec.

21 · ► Get in touch with Martin

1 h 2 min. 23 sec.

22 · Thanks and Greetings

1 h 3 min. 37 sec.

Descrizione

In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode. *** *** ***...

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In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode.

*** *** ***
Read full article here: http://bit.ly/Podcast-17ENG

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