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Description
Social media — Twitter, Facebook, discussion forums, ideation communities, and social listening platforms, to name a few — can be used to help companies deliver a customer service experience that aligns with customer expectations. This alignment ultimately results in a more loyal customer base and a larger wallet share. However, the value of these social technologies can't be realized by just bolting them onto a suboptimal contact center.
This webinar describes the foundational elements that your contact center must get right before you consider adding social technologies, as well as how social technologies can be deployed in a manner that extends current capabilities and reinforces the customer experience and company brand.
Agenda:
- The State Of Customer Service In 2012
- How Good Customer Service Equates To Customer Loyalty And A Larger Wallet Share Per Customer
- The Foundational Elements Of A Contact Center That Must Be In Place Before Adding Social Technologies
- Actionable Best Practices On Augmenting The Value Your Contact Center Delivers To Your Customers With Social Technologies
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