These days, contact centers have more than enough to contend with. Corporate expectations are high, and staff is expected to handle increasing call volumes with reduced budgets. What’s more, the burden of supporting social media channels has added extra complexity and additional responsibilities to the mix.
Currently, it’s not enough for companies to simply have a social media presence. Consumers expect companies to engage with them via social media in a meaningful way. In other words, they expect the same level of response regardless of whether the channel is Facebook, Twitter or a phone call.
Successfully embracing social media in the contact center requires a strategic approach – here are 3 steps toward developing a social media strategy you can use.