American Airlines' Social Service Soars

American Airlines' Social Service Soars

American Airlines' Social Service Soars

Social service is rapidly becoming a mainstream channel for serving and engaging customers. Join us live to hear special guest Annette Hernandez, manager of social customer service at American Airlines, chat with Mila D'Antonio, editor-in-chief at 1to1 Media, about the Airlines' strategy for its dedicated team of social service agents.

By Vocalcom

Digital vs. Humanized Customer Experience: Striking a Balance

Technology has transformed customer service as we know it, making it more possible than ever to resolve a problem on multiple channels with self-service options. Customers and contact centers alike are able to save time, agents increase productivity, brands drive sales, and customers are ideally satisfied with the wealth of customer service options at their disposal. But where exactly does...
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