Contact Center Metrics & ROI for Social Customer Care

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Social customer service is rapidly becoming the new channel to drive CSAT. At the same time, integrating social media into the contact center – and measuring ROI – remains a challenge for most organizations.

This white paper, from TELUS International, in partnership with Kenna Inc and Oracle Corporation, covers:

  • How traditional contact center metrics work for social care including social media calculations for service, quality and effectiveness measures
  • How to use metrics to speak to (& convince) executives of social care benefits
  • How to develop a social ROI framework covering revenue generation, cost avoidance & total program costs