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

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014
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!