Gone are the days when social media was a ‘nice to have’. Any company who hasn’t fully embraced social media is now playing catch-up to their competitors, who surely have.
A great example is KLM airlines who built its social media channels out of necessity, after a 2010 eruption of an Icelandic volcano stranded passengers. Today their social channel boasts 150 dedicated agents and $25M in annual revenue (that’s just shy of $170,000 per agent).
Here are 5 ways you can incorporate social customer service into your contact center. Continue reading