Many companies with call centres are considering if and or how to integrate social media channels into communications. Things to think about include: enabling social media in customer care, deploying home agents, complying with stringent security requirements and providing private cloud functionality.
Analyst firm Frost & Sullivan has published a white paper, Enabling Successful Social Media Customer Care, which examines challenges, opportunities and how best to use social media to monitor and take action within the contact center.
Social media is fundamentally different from all other customer engagement channels in that conversations take place in public. In the call center context, social media becomes a customer collaboration tool for monitoring conversations and interacting with consumers, all viewable by others. By engaging via social media, call centers can develop new business, detect early warnings of issues and gain significant efficiencies.