Summary
Companies can use social technologies to help deliver a customer service experience that aligns with customer expectations, ultimately resulting in a more loyal customer base and a larger wallet share. However, firms cannot realize the value of social technologies just by bolting them onto a suboptimal contact center. This report describes the foundational elements your contact center must get right before you consider adding social technologies, and how you can deploy social technologies in a manner that extends your current capabilities and reinforces your customer experience and company brand.
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