The Importance of Monitoring Social Media

Call recording is an essential tool for call centers that want to provide their customers with top-notch quality care. With such capabilities in hand, organizations are able to provide feedback about agents and supervisors based on live or recorded calls and measure the customer interaction based on their individual criteria. This monitoring process will help call center’s increase their agent efficiency and optimize the workforce by managing their performance levels, creating satisfactory customer experiences across the board.

However, one of the latest features from BPA quality, a provider of call center solutions, has brought to light yet another layer of monitoring, social media. With BPA’s new social media monitoring application call centers have the ability to capture all the customer interactions that pertain to the organization that are taking place in the social media realm.

Social media has become intertwined into our daily lives, creating new platforms of communication that has been embraced by industries we never thought possible, like the medical field, television manufactures, and the marketing world. In today’s society, it is vital for businesses to have an online presence through social media in order to maintain a relevant relationship with their customers. For those organizations that have yet to create an identity via the Web, BPA has a team of experts who will help them navigate through the world of social media and teach them the inner workings.

After a social media presence has been created with BPABuilder online suite of tools, the company will then set up the Social Monitoring Program. This will help firms quickly identify their objectives and quantifiable customer feedback that is used to generate key statistics. BPA works with over a dozen social media networks at this time including Twitter (News - Alert), Yahoo, Google, Facebook and Digg.

In the same manner that BPA is analyzing social media so is IBM with its “Birth of a Trend” project, a new way to predict online trends which can change the playing field for industries all over the world. This new research method studies online trends globally on social networks in order to help predict what trends are going to be commercially successful and profitable, further proving how important it is for businesses to have a social media presence and communication outlet for consumers.

Social media has proved to be a valuable tool for businesses in terms of marketing, advertising, and now, monitoring the overall customer experience.

For more information on the BPA Social Monitoring program, click here.

Edited by Jamie Epstein

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