Five9 Blogs

By Edwin Margulies Social Engagement for Customer Care is one of the fastest-growing disciplines in the customer service space. There are all kinds of metrics we use to quantify the importance of a social post and social authors. Amongst them is topic relevancy and sentiment. But perhaps the least understood or leveraged is social influence. Let's take a closer look at influence and see what can be done to make it more useful.

By Edwin Margulies Sentiment is an attribute of social posts that can provide rich clues on how to engage with a customer. But it's not always what it seems on the surface. Here are some tips for figuring out the difference between a plain rant versus a cry for help