As retailers strive to deliver on improved customer experience, one area they are concentrating on is integrating social media into their contact centers.
In the articles, session, and video below, we have pulled together some top resources for you to get a broad knowledge of how companies are delivering a better customer experience through social media.
The Top 6 Innovations in Online Customer Experience are covered in this brief article from September and integrating social media was a top trend and the importance of delivering a consistent customer experience in social where a conversation can go viral much faster than other channels.
Get 3 Reasons Why You Need to Get Social in the Contact Center in this brief that recaps the top drivers behind social integration in the contact center
See how social media evolved into a service channel in this blog post from Debra Wilson Ellis some of which includes quick answers toi quick questions and being present where your customers are.
Operations Summit Session:
Come hear the latest on how retailers are integrating social media technology into Customer Contact Center in the session Customer Contact Center Management at the Operations Summit.
Watch Jack Threads discuss how they are investing more resources and time into serving customers on social channels as their contact center focuses on chat and digital service and less on phone and email.