Contact Center Solutions Featured Article

Analysts Suggest 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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!