Webinar Discusses Role of Social Media in the Contact Center
June 15, 2011
By Juliana Kenny
, TMCnet Managing Editor
Two leaders from the contact center industry today shared their insights and explored developing options for contact center managers and supervisors when contemplating the recent developments in social media, and how to take advantage of social channels.
The webinar, titled “Preparing Your Contact Center for the Rise of Social Media,” was hosted by Wendell Black of Contactual, and Dan York of Voxeo (News - Alert). Both gentlemen discussed the recent developments in the social industry in terms of technological advantages that social channels can give businesses. They explored the idea that businesses now need to provide a multi-level user experience over various platforms instead of the standard agent call nowadays.
The webinar revealed how social channels provide information to businesses about their customer bases and can enable more focused insight into the customer reaction and interest level. Social networks can also shed light on information about demographics in terms of age and location.
“I think the smart contact centers have already been looking at this,” York noted as he discussed the value of leveraging social media for the contact center space. A poll during the webinar revealed that about 26 percent of listeners had already begun to employ social media in the contact center.
Black mentioned specifically that contact centers should be aware of the “untapped video, text, and Web integration” that most contact centers have not yet explored for incorporation into their customer channels and data.
Check out the archived version of the webinar to listen in for all the details about how to leverage social media in your contact center.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny