New York and Massachusetts attorneys general are demanding that Facebook hand over information about how Cambridge Analytica used its data. They announced a joint investigation today following reports over the weekend that Cambridge Analytica improperly acquired data on 50 million Facebook … Read More

That relationship can range from a dedicated relationship manager to a dedicated specialist to calling into a 24/7/365 U.S.-based call center to reaching out via social media (@PaychexService) to opting for a completely hands-off, self-service approach. Paychex has tailored its service model to meet the … Read More

Through its strict customer service guidelines, the company strives for the highest levels of honesty and integrity. AFBC is a member of the Association for Student Loan Relief (AFSLR), and each representative on the phone has received the Certified Student Loan Professional certification through the … Read More

The same is true in marketing, because in many ways that profession is always in a state of chaos and disruption. But I don't think it's hyperbole to apply “peak chaos and disruption” to social media marketing in the first quarter of 2018. Let's review just a few of the …

Today is a bad day if you're a popular social media platform. The fallout from revelations about the misuse of Facebook user data by Cambridge Analytica continues, and now government agencies are reportedly investigating Mark Zuckerberg's enormously powerful platform. But Facebook isn't the only … Read More

Revelations that Facebook's user database was abused by a third-party analytics firm for unethical political purposes, and that the Russians exploited social media to spread false information during the 2016 presidential election campaign, justifiably raise concerns of public trust and the specter of … Read More

According to a recent study by social media metrics company Buzzsumo, average social shares per post had declined by 50 percent in 2017 compared to 2015. Their data also demonstrates how quickly most hot topics become saturated with content, resulting in only a relatively few winners getting most … Read More

Integrating the power of automation with the “human touch” remains vital to the customer experience, regardless of how advanced automation, AI and other technologies become . Just think about the number of times you've heard someone say, “I spoke to an actual human!” regarding a customer service … Read More

In addition to maintaining accuracy, having these clear, detailed processes in place helps staff be more efficient. Administrative staff can take care of many of the tasks within the checklists, which frees up advisers to focus on client relationships. And as new staff are hired, these checklists and processes … Read …

Answering services have been around for many, many years. Perhaps you've even used one in the past for message taking or call forwarding. With advances in technology, lots of new integrations, and some good old-fashioned customer service, today's answering services can do much more than you … Read More