Latest 17 Jul 2018 | Digital Care

Social Customer Care Agents: Why AI is a Help, Not a Hindrance

Being a part of a social customer care team can be extremely stressful. Not only are you expected to know everything about every part of the business, you’re also expected to experience abuse, complaints, media crises and general negativity as part of your day to day job.

21 Feb 2018 | Best Practices

When saying 'sorry' is not enough

Here are my top three practical best practices, from working with 100s of social care brands, for avoiding the word 'sorry'.

11 Jul 2017 | Best Practices

9 Ways to Motivate Your High-Performing Social Care Team

Best practices for motivating your social customer care team.