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Are call centers catching on to social media?

Are call centers catching on to social media?

[fa icon="calendar"] Jun 25, 2013 8:03:38 AM / by Briana Songer

Briana Songer

Call center customers are more tech savvy than ever. They can instantly communicate with businesses via smartphone, ipad and other devices. They can check out product news and give feedback by accessing social media communication hubs like Facebook, Twitter, LinkedIn, online communities etc. Business websites offer alternative options to communicate through chat, email, click to call etc. With all these new advancements, customers should (understandably) expect to get great attention when they need it.Call center customers are more tech savvy than ever. They can instantly communicate with businesses via smartphone, ipad and other devices. They can check out product news and give feedback by accessing social media communication hubs like Facebook, Twitter, LinkedIn, online communities etc. Business websites offer alternative options to communicate through chat, email, click to call etc. With all these new advancements, customers should (understandably) expect to get great attention when they need it.
Social media has changed everything, and must be now considered as a business strategy.

In a recent report by The Deloitte Consulting’s 2013 Global Contact Center Survey , who conducted a survey with nearly 300 responses that represented over 560 contact centers and four continents. The report profiled these call centers based on future strategies based on expansion, customer experience, revenue etc. Most notably was that of the rise of social media.

According to the report: Although social media was the lowest priority this year, according to the results, it will grow within the next two years. According to the results, when asked ''which channels to you expect to see volume increases?'' 38% said social media.

The power behind interacting and engaging your customer through the social media channel is something call centers are just starting to realize as well. (Check out the full graph on page 22 in the report)

With this in mind, do you believe centers hold promise of being a source of customer intelligence?

Source: http://www.deloitte.com/assets/Dcom-UnitedStates/Local%20Assets/Documents/Consulting/us_consulting_2013GlobalContactSurvey_051513.pdf

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

Social media has changed everything, and must be now considered as a business strategy.

In a recent report by The Deloitte Consulting’s 2013 Global Contact Center Survey , who conducted a survey with nearly 300 responses that represented over 560 contact centers and four continents. The report profiled these call centers based on future strategies based on expansion, customer experience, revenue etc. Most notably was that of the rise of social media.

According to the report: Although social media was the lowest priority this year, according to the results, it will grow within the next two years. According to the results, when asked ''which channels to you expect to see volume increases?'' 38% said social media.

The power behind interacting and engaging your customer through the social media channel is something call centers are just starting to realize as well. (Check out the full graph on page 22 in the report)

With this in mind, do you believe centers hold promise of being a source of customer intelligence?

Source: http://www.deloitte.com/assets/Dcom-UnitedStates/Local%20Assets/Documents/Consulting/us_consulting_2013GlobalContactSurvey_051513.pdf

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

Topics: Feedback, Contact Center, click to call, call centers, Customer

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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