Thumbs Up! Customer Engagement for a New Generation A Benchmark Study of the Impact of Social Media on Customer Service
While a vast majority of businesses have incorporated social media into their business strategies, few organizations have figured out how to use it effectively to achieve their enterprise goals. There is no doubt about the power of social media, but only when used correctly and cohesively will it benefit your customers and organization.
Take a look at this paper for recommendations on how to effectively handle social media interactions as well as tactics and best practices for using it to drive performance. The following topics are discussed:
- Social media usage
- Planning for social media
- Impact of social media on customer service and contact centers
- Social media forecasting, staff scheduling and service level goals
- And more