Tag Archives: social-contact-center

eBook: 50 Customer Service Statistics, Trends, and Quotes for Social Media

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50 Customer Service Statistics, Trends, and Quotes for Social MediaConsumers are spending more time than ever on social media, with over 1.5 billion users on Twitter and Facebook combined. Customer service organizations face new hurdles in delivering quality social care and are scrambling to catch up.

Companies that get it right stand out from their competitors and reap the benefits. Those who ignore, run the risk of damaging their brand’s reputation – amongst a global audience. In the call center, social media adoption is expected to grow by 23%, more than any other technology.

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How Social Media is Nudging Call Centers to Get Their Act Together

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Social Media in the Call CenterFonolo is all about fixing the call center experience, yet we spend a lot of time talking about social media through whitepapers, webinars and our blog (see 6 Steps to The Ultimate Social Contact Center).

The connection between call centers and social media might not seem obvious, so let me explain.

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6 Steps to The Ultimate Social Contact Center

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Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations strive to adopt social media into their contact center, but few get it right.

Social media support is now adopted by more than 85% of organizations according to a recent 2011 TSIA social media survey,  up from under 40% in 2007. However, only 14% describe their programs as “mature.”

The explosive growth of social media adoption among 18-34 year olds is a clear indication that it’s a ‘must’ to stay competitive in today’s market.

Use the following list of comprehensive steps as a guide to effectively support your customers through social media.

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