Top 3 Emerging Social Media Trends Impacting Contact Centers in 2017
A base principle of the most successful customer care operations is to meet the customers where they are interacting with brands. No longer limited to handling incoming calls and emails, Telerx contact center agents are now equipped to address customer inquiries on social media.
Unlike traditional phone and email contact, in social media, the channels, format and “rules of engagement” are constantly evolving. That makes it increasingly important for contact centers to be flexible and to adapt to changing trends, so that they can enhance the customer experience and improve customer satisfaction.
On CRMXchange.com, I take a look at three social media trends — video content, shoppable social media content, and the constantly growing pool of public data available — which are changing the ways contact centers interacting with customers in 2017.
Tags: contact center, Customer Service, Social Media