Author: Candice Roberts, Founder and CEO, CallForce Outsourcing Solutions
In this new world, it is our responsibility as business leaders to keep driving innovation within our organisations to effectively service customers across all channels including social media support.
We’ve all seen a massive shift to social media as a channel for customer engagement with as much as a 100% increase in volume in many industry sectors over the past 6 months.
This has given rise for the need to build highly effective models of engagement, bringing operational efficiency, convenience and innovation resulting in the delivery of an exceptional customer experience through contact centres by effectively prioritising customers’ social media conversations.
I personally have seen the need to implement new thinking, processes and technology a lot quicker than ever before – procrastination in driving the necessary innovation will leave you a step behind your customers, giving the competitive advantage to those who embrace the change to alternative channels.
Agility and flexibility in designing new business strategies is critical – it is not the time for perfection because we are all navigating through unknown territory, but now is rather the time to be prepared to pilot new processes and technology to optimise the customer experience.
A key component of success is the combination of smart technology to support social media channels and humanising the interaction using the capability of highly skilled teams to drive exceptional customer experience
With the introduction of our social media engagement and response handling platform to address the rapid growth in online customer requests and complaints, we are able to stay on top of our customer engagement and are available to our customers on whichever channel they need to communicate with us on.
3 key focus areas are:
Now is the time to innovate and streamline the operational efficiency of your customer social media support team by understanding the value of prioritisation within your social media channels.
DELIVERING CUSTOMISED CONTACT CENTRE SOLUTIONS FROM SOUTH AFRICA TO THE GLOBAL MARKET CallForce delivers customised contact centre solutions from South Africa to the local and global market. Our customer-centric approach combined with the expertise for process optimisation, technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. Our successful and proven formula combines the right people and optimised processes with technology and digital skills to deliver of an exceptional customer brand experience. Our 3 South African operational sites are in Johannesburg, Cape Town and Durban. They are equipped to international standards with IT networks and infrastructure, providing a seamless hybrid model of contact centre and remote-based operations. Our omnichannel solutions are supported by smart technology platforms that open new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels
Published: Friday, October 22, 2021
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
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4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level，L3 application level, L4 profession-level and L5 ben...
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