Contact Center Solutions Featured Article

Analysts Suggests Outsourcing Social Customer Support Channels to Experts

October 12, 2012

If you run or manage a contact center, you know it’s a juggling act. As companies seem to add new media to their multimedia mix every year, the juggling act seems to add more balls all the time. The latest balls, of course, are those of social media.

While many companies have correctly concluded that social media monitoring and interaction belongs in the contact center so it can be integrated fully into the customer relationship, the sheer volume, complexity and responsibility of correctly using social media is overwhelming many companies.

Organizations that can't keep pace with social media conversations and mobile applications should consider outsourcing the monitoring of those channels before getting lost in the shuffle, according to Elizabeth Herrell (News - Alert), an analyst at Constellation Research who studies customers and communications.

It’s also important, she says, to engage an outsourcer with experience in the social channels. This may mean that some of the traditional call center outsourcing resources just won’t do, reported Search CRM.

"The dynamics have shifted even more," said Herrell. "Customers now say, 'I don't want to call. I want to send an e-mail, a text. I'm going to tweet, and go on Facebook (News - Alert).'"

And speaking of those contact center outsourcing companies who haven’t added social options, Herrell said they had best get moving to implement these new channels.

"I had traditional outsourcers say, 'My clients just started asking for [social and mobile]',” she said. “These outsourcers don't realize they need to be leading with the technology and services."

In other words, if your clients have to ask you for social media support, you’re likely very late to the game…possibly even too late to keep up with your competitors who have already blazed the path.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!