5 Major Ways Social Media has Changed Contact Centers

Social media is having an increasing effect on customer service – both directly and indirectly. Directly, through increased use of social media as a service channel, and indirectly, by taking some of the heat off other first-line service channels.

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5 Major Ways Social Media has Changed Contact Centers

 

What’s Inside:

  • More service touch points
  • New technology tools
  • Changing staff roles and responsibilities
  • Extra ROI calculations
  • Merging metrics