In this second blog of the series I cover the rise of social media in contact centres and discuss 7 ways cloud technology can help to deliver outstanding social customer service.
Compared with other digital channels, social media is different because it is being driven by customer demand rather than a need to provide customer service via more cost effective channels. For many, social media provides a positive experience with a very low pain point and at virtually no cost of time or money. For example, the customer complains loudly and in public, so the business reacts quickly and effectively. Great news for customers, not so great for contact centres which are forced to play a frantic game of catch-up. According to industry analyst ContactBabel, 31% of respondents to its latest survey already have a dedicated social media team working within the contact centre. However, 27% of organisations find that more than half of social media requests need the use of another channel for effective resolution. Therefore, the need for channels to work together becomes more important.
So just how do contact centres face the challenges of social media and turn it into an opportunity to deliver a superior customer experience? Is it time to up your social media game?
Fast-track social customer service
Here are 7 ways cloud contact centre solutions can help to serve today’s social customer by using technology to:
Making social media an intrinsic part of any omnichannel strategy is the proactive route to happier customers and a healthier corporate reputation. Customer service via social media is all part of improving the customer experience by building frictionless customer journeys.
[i]ContactBabel’s "The 2018-2019 UK Contact Centre Decision-Makers’ Guide (16th edition)"
About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Thursday, February 7, 2019
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring