Event Recap: Digital Transformation of the Contact Center: Industry Leaders Gather to Discuss New Trends Facing the Contact Center and Ways to Adapt.

It’s a hot topic for many CIOs, CTOs and Contact Center Leaders: Digital Transformation. A few weeks back, in the Geekdom event center, Helpsocial, along with partners SpiceCSM and inContact, hosted a lively discussion about this very important issue. For the purpose of the panel discussion, the conversation was focused on the profound and accelerating transformation of business activities, processes, … Read More

Prepping Agents for the Social Media Spotlight

One of the biggest hurdles to scaling social customer service in the contact center is entrusting agents with handling very public customer interactions via social media. The last thing contact center managers want is that dreaded call from the PR or Marketing department saying that an agent did more harm than good when trying to help a customer or a … Read More

Top 3 Social Media Predictions for 2017

As 2016 comes to a close, and companies are deep into 2017 planning, what are the top  predictions for Social Media in 2017? What’s ahead for the channel, the industry and the technologies that make it tick? In 2016, social media became more mainstream for customer service. This can be seen with major updates from popular social networks. For example, … Read More

7 Stats to Make the Case for Social Customer Care

Believe it or not, many brands are not consistently responsive to customers on social media. According to Eptica, 45% of retailers are ignoring customers on Twitter because they don’t have the resources to manage it.  Not to sound like a broken record, but delivering rapid and consistent answers via social networks is table stakes these days. To further the point, … Read More

[Part Four] Social Media for Business: HelpSocial on Cyber Talk Radio

This is part four of HelpSocial CEO and Co Founder Matt Wilbanks’ interview with with Bret Piatt, Jungle Disk CEO and Host of Cyber Talk Radio. Cyber Talk Radio is a show on news radio 1200 WOAI that airs every Saturday at 11:00 p.m.  The weekly show features a variety of guest speakers and covers topics such as cloud computing, … Read More

[Part Three] Social Media for Business: HelpSocial on Cyber Talk Radio

This is part three of HelpSocial CEO and Co Founder Matt Wilbanks’ interview with with Bret Piatt, Jungle Disk CEO and Host of Cyber Talk Radio. Cyber Talk Radio is a show on news radio 1200 WOAI that airs every Saturday at 11:00 p.m.  The weekly show features a variety of guest speakers and covers topics such as cloud computing, … Read More

ICUC Recap: HelpSocial Talks Social Media at inContact User Conference

Each year, inContact,  the leading provider of cloud contact center software and workforce optimization tools, hosts an amazing user conference that brings together those from the inContact ecosystem. ICUC, hosted in Orlando, brought customers, partners and analysts together from around the globe to learn and network.  While at ICUC, HelpSocial was invited to present to conference goers on Social Media … Read More

[Part Two] Social Media for Business: HelpSocial on Cyber Talk Radio

This is part two of HelpSocial CEO and Co Founder Matt Wilbanks’ interview with with Bret Piatt, Jungle Disk CEO and Host of Cyber Talk Radio. Cyber Talk Radio is a show on news radio 1200 WOAI that airs every Saturday at 11:00 p.m.  The weekly show features a variety of guest speakers and covers topics such as cloud computing, … Read More