#17 Towards a mobile customer service era w/Martin Hill-WIlson
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Chapters
01 · 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
4m 15s
04 · Talking about the 'God of Social'...yes, you read it well!
5m 11s
05 · Why transparency in customer service pays off
6m 39s
06 · Why AI is modeling a brand new customer service scenario
9m 21s
07 · An hamletic question about instant messaging Apps...
16m 1s
08 · If you're a global brand don't underestimate cultural differences
18m 15s
09 · Will Snapchat become a new customer service channel?
10 · Martin's admired brands as for Social Customer Service
23m 15s
11 · The essential skills for a social customer service agent
29m 29s
12 · SCS: why detecting customer's emotional signature is crucial
31m 55s
13 · Will the rise of AI and chat bots affect call-centre jobs?
14 · 3 communication aspects humans remain excellent at
45m 11s
15 · The very moment you need to escalate to live interactions
47m 15s
16 · Current and future trends of AI and Apps for CS
50m 21s
17 · How chat bots may become useful in our everyday life
56m 9s
18 · [2007-2016] Facts and consequences of the social-mobile revolution
19 · 80% of social engagement is on mobile
20 · Wrap up
1h 1m 47s
21 · ► Get in touch with Martin
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. *** *** ***...
show more*** *** ***
Read full article here: http://bit.ly/Podcast-17ENG
Information
| Author | Paolo Fabrizio |
| Organization | Paolo Fabrizio |
| Website | - |
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