August 02, 2013
Webinar - Social Media in the Contact Center is More Than Just a Facebook Page
By Tracey E. Schelmetic, TMCnet Contributor
You know your contact center needs to “go social.” You’ve had someone create Facebook pages, and a Twitter (News - Alert) account, and some intern checks both a few times a week. You’re good…right?
Hardly. In an era of “social CRM,” or social customer relationship management, social media isn’t simply something to display on the wall like a photo and hope the customers appreciate the view. Smart companies today are integrating social channels into the very fabric of their customer support machine, receiving alerts when their products or services are mentioned, intervening with complaining customers before the issue spirals out of control, and reaching out to “super customers,” or “net promoters” to gain more value from their positive posts and influence among other potential customers.
It’s not a weekend project, but it’s one every company that hopes to become a 21st century presence needs to embark on. Even companies that already have a robust social media program may not be keeping it in the right place. In the earliest days of social media, many companies presumed that the function belonged with the marketing department. But as customers increasingly use social media as a channel through which to contact a company, it has become clear that the right place for social media is the contact center, the only department equipped to serve customers in real-time and on a multimedia basis.
The ultimate social media program is fully integrated into the customer support function, is never static and works two ways, just like any other communications channel. To build such a program, contact center leaders should strive to emulate best practices for developing a social customer service strategy that builds relationships across all communications channels – from voice, e-mail and Web chat, to text, video and social media.
To this end, unified communications and contact center solutions provider Interactive Intelligence (News - Alert) will host a complimentary Web event titled, “Delivering Social Customer Service – More than Just Having a Presence on Facebook, Twitter, and LinkedIn (News - Alert).” The Webinar, which will take place on Tuesday, August 13 at 11:30 a.m. EDT, will be presented by Frost & Sullivan Principal Analyst Michael DeSalles, COMMfusion Principal Analyst Blair Pleasant, and Interactive Intelligence Senior Director of Solutions Marketing Tim Passios (News - Alert).
“The requirements for providing quality customer service have changed dramatically as a result of social media,” said Interactive Intelligence Chief Marketing Officer Joe Staples (News - Alert). “One-to-one interactions have extended to one-to-many, and a new emphasis is being placed on relationship building. We designed this webcast to help contact centers develop a strategy that incorporates technology, processes and people so they can fully harness the power of all types of communications channels.”
To learn more about the event or to register, visit Interactive Intelligence’s Web site here.
Edited by Alisen Downey