Summary
Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one hand, they recognize that younger customers want service via social channels. On the other hand, they fear that social upends all their well-developed workforce optimization tools and processes for customer service. This report details the metrics, forecasting, and quality monitoring processes and tools that AD&D pros will need to adapt for social customer care.
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