Extreme Makeover: Social Media Edition – Preparing For The Customer Management Transformation
Add bookmarkEven though shortcomings within the call center system are often used as rationale for investment into social CRM techniques, dialogue rarely includes the return implications social media will have on traditional customer service. As customer engagement efforts increasingly shift into the virtual world of social networks, the landscape of the call center must greatly change, and successful organizations are implementing strategies to minimize the impact of this transition. From changing your recruiting effort to assuring training produces a more versatile customer management workforce, develop the tools to assure your non-social CRM does not bottleneck the organization.
Even though shortcomings within the call center system are often used as rationale for investment into social CRM techniques, dialogue rarely includes the return implications social media will have on traditional customer service. As customer engagement efforts increasingly shift into the virtual world of social networks, the landscape of the call center must greatly change, and successful organizations are implementing strategies to minimize the impact of this transition. From changing your recruiting effort to assuring training produces a more versatile customer management workforce, develop the tools to assure your non-social CRM does not bottleneck the organization.
