Social media in the call center

Social media in the call center

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As a call center professional, you have come to expect, accept, and perhaps even thrive on the fact that this is an ever-changing business environment.  This is a world where getting to the end of your task list is something similar to reaching the end of the rainbow to find the pot-of-gold.  For many of us, it is the chase to successful execution and driving of results that keeps us awake at night and gets us up in the morning.  

While there are many drivers to this dynamic business, arguably the biggest is that communication technologies continue to change at a very rapid pace.  Just when you think you have your business operation right where it needs to be – a new technology surfaces that challenges the infrastructure, the organization, the financials, the consumer experience, and the results delivery of your call center.  A recent example of this is the adoption of social media.  An extremely powerful, global, and real-time communication reality is upon us. 

What are you doing about it?  What should you be doing about it?  Can you afford not to do anything about it?  In this article we’ll explore these questions and discuss how a company can evolve and leverage existing contact center capability to support social media communications to drive brand, consumer experience, and business ROI. 

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About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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