CRM: Should your contact center go social?
Social media has had a significant impact on organizations in general—but particularly in contact centers. Instead of just taking calls, many trained agents are handling customer complaints and questions on social channels.
But this step toward social needs to be taken carefully—just one mistake on social media can affect customer loyalty and damage the company brand.
In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.