Be the first to like this
How to Win the Social Customer Service Challenge in the Contact Center
As consumers turn in droves to social media to solve problems, share and search for information, customer service is becoming social. In this new environment, consumers increasingly value companies’ ability to engage, respond and provide good service on networks like Twitter and Facebook. Companies can meet this challenge in the contact center with unified multichannel customer service that includes social media and effectively applies contact center discipline, metrics and resources to this new reality.