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.
RECOMMENDED
Special Report: Self Service
2018-06-15
What is an Exchange?
2017-05-02
Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience
2012-08-15
Upcoming Events
Customer Contact Week Asia 2024
July 16 - 19, 2024
One Farrer Hotel, Singapore
Register Now |
View Agenda |
Learn More
Chief Experience Officer Exchange July 2024
July 17 - 19, 2024
The Guest House at Graceland | Memphis, TN
Register Now |
View Agenda |
Learn More
CCW Executive Exchange August 2024
August 14 - 16, 2024
The InterContinental | New Orleans, LA
Register Now |
View Agenda |
Learn More