Friday, June 08, 2012
In the age of social media, it is essential to incorporate the wide-reaching technology into your company's contact center.
According to MultiChannel Merchant, many things need to be taken into account when integrating social media in the contact center, including creating a monitoring and engaging solution, launching a quality-assurance process, and making the decision to potentially outsource the service.
With the high number of posts expected to come through your social media channels, it is key to have an effective monitoring process to make sure you can provide a fast and useful response. A quality assurance program will also aid the engagement process by scoring each social engagement to recognize where improvements need to be made.
If you find your team unable to integrate social media effectively, outsourcing the process could be an option. MultiChannel Merchant recommends doing research beforehand, though, because many companies claim to comprehensively address social media but, in reality, only send one-way messages to customers.
According to a past Nielsen report, four in five active internet users visit social networks, so the integration of social media in contact centers will become vital in the coming years.