Integrating social media into the contact centre
Embracing social media for many contact centres will enhance business and gaining experience in the use of it now could be the difference between being competitive in five years time or losing the race. There are some do’s and don’ts to consider before launching in and here are the main ones:
1. Don’t panic and assume that social media is a must – carry out some research to check that these platforms are relevant and appropriate for your brand and customer base.
2. Do set out a well considered and thorough social media strategy before you start procuring, training, recruiting... merely dabbling can be a dangerous pastime because of the public nature of social media - and you must abide by the rules of each channel. Be prepared and informed so that you get it right first time.
For more do's and don'ts, click here