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