May 14, 2010

Contact Centers Go Social

  • Creating a social media strategy for your contact center
  • Avaya

It's nearly impossible to find a marketer who isn't trying to understand and harness the potential of social media and Web 2.0. Every day brings another story of a business using these technologies to connect with customers and prospects. Or we hear about a social media startup with just an idea, a virtual server and programming talent rolling out a new service or gadget.

Companies that operate contact centers have a particular need to sort out the social media options, select the right ones and integrate them into their operations. Deploying the social media platforms that are revolutionizing communication and interaction can be a game-changing opportunity to expand contact center reach and performance.

But how do you go about it? How do you sort through the myriad offerings? Where should you focus your energy and resources? What mistakes do you need to avoid as you develop and execute social media initiatives?

For companies operating contact centers, social media success hinges on understanding the role and capabilities of the many tools available. Companies will also need to decide what they want to accomplish using social media and then set a strategy that brings focus to social efforts and effectively integrates them into center operations.

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1 Comment

The meteoric rise of the impact of social media has marketing and support teams scrambling to determine how best to utilize sites such as Facebook and Twitter as a part of the overall corporate communications strategy. And the impact ranges all the way from pre-sales lead generation to post-sales support and customer satisfaction assurance.

This is a great paper that looks at the need for integration of social media platforms with the Contact Center (Next-Gen Corporate Call Center).

As we approach the next couple of years, there are at least two clear trends:
- The Contact Center will, by necessity, continue to evolve to include integration of the corporate web site, the traditional call center, and a plethora of internal and external social media channels.
- The platform for supplying the technology to support this task will be a key component of the corporate network infrastructure.

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