Call Center On Demand Featured Article

Industry Wide Social Media Usage Survey Designed, Measuring Contact Center Adoption

By Deepika Mala
TMCnet Contributor

In today’s times, the impact of social media can be felt everywhere. It has become an active channel for social customer care.

Recently, Connetions Magazine, the premier magazine for the Teleservices Call Center Industry and IT Enabled Services Alliance, Inc. a customer experience consultancy have collaborated with CustomerCount, to launch an industry wide Social Media usage survey, measuring the contact center adoption rate.

CustomerCount, an enterprise Online Feedback system will host the survey on their platform. The platform offers an analytics dashboard that will detail specific answers based on database criteria.

Officials confirmed that the survey will be sent out to a large global industry database of users and subscribers based throughout North America, Latin America and Asia Pacific. 

The companies interested in taking this survey will be asked a number of qualitative and qualitative questions that have been designed together by Connetions Magazine, CustomerCount and IT Enabled Services Alliance, to better understand current usage, planned usage, tools, technologies and organizational objectives.

Keith Fiveson, Founder of ITESA and its Social Gogo Consultancy noted the interest in the survey "The industry is changing at a rapid pace, customer care has evolved and we want to better understand what is being done to meet the needs of consumers."

Those organizations, who wish to get the results of the survey, can subscribe on the Connetions Magazine website and those just willing to take the survey can do the same by visiting the CustomerCount website.

In related news, TMC reported, SoundBite Communications (News - Alert) recently announced that it is mitigating risk for contact centers through its Compliance Solution Suite.

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