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

Dec 19, 2016 · 1h 4m 21s
#17 Towards a mobile customer service era w/Martin Hill-WIlson
Chapters

01 · Welcome to Martin Hill-Wilson

Welcome to Martin Hill-Wilson

51s

02 · Why some brands are reluctant to embrace SCS

2m 31s

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

2 things that brands should do to take advantage of SCS

4m 15s

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

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

5m 11s

05 · Why transparency in customer service pays off

Why transparency in customer service pays off

6m 39s

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

Why AI is modeling a brand new customer service scenario

9m 21s

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

An hamletic question about instant messaging Apps...

16m 1s

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

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

18m 15s

09 · Will Snapchat become a new customer service channel?

Will Snapchat become a new customer service channel?

20m 15s

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

Martin's admired brands as for Social Customer Service

23m 15s

11 · The essential skills for a social customer service agent

The essential skills for a social customer service agent

29m 29s

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

SCS: why detecting customer's emotional signature is crucial

31m 55s

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

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

39m 39s

14 · 3 communication aspects humans remain excellent at

3 communication aspects humans remain excellent at

45m 11s

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

The very moment you need to escalate to live interactions

47m 15s

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

Current and future trends of AI and Apps for CS

50m 21s

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

How chat bots may become useful in our everyday life

56m 9s

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

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

57m 57s

19 · 80% of social engagement is on mobile

58m 39s

20 · Wrap up

Wrap up

1h 1m 47s

21 · ► Get in touch with Martin

â–º Get in touch with Martin

1h 2m 23s

22 · Thanks and Greetings

Thanks and Greetings

1h 3m 37s

Description

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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Information
Author Paolo Fabrizio
Organization Paolo Fabrizio
Website -
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