Multi-Channel Excellence: How Will Social Media Transform Your Contact Center?
Multi-channel is not a buzz word—it is a necessity for satisfying customers in an ever-interactive world. As a result, minor "changes" like introducing a Twitter account and basic social media monitoring are no longer sufficient. Instead, organizations must rethink the entire customer experience, redefining how their customer support agents interact with customers and how the success or failure of those interactions is benchmarked. This session reveals how to efficiently weave the channel into the contact center so that excellence is both attainable and measurable.