Call Center Strategy 102

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Title : Call Center Strategy 102
Edition : 
Year : 2017
Authors : Mindsight
Publisher : Mindsight
Preface
Be Proactive and Work Together
Social media is difficult to pin down. On the one hand, it provides the perfect medium to share company updates, new products, and target promotions to consumers who actually care about your company. It’s fast. It’s agile. It’s interactive. Magazines, newspapers, radio, and television ads all operate on the educated guess that fans of your company will be at the right place at the right time to see your promotions, but on social media, you know your audience. You speak to them directly.

On the other hand, social media is immensely valuable as a customer service tool. Customers looking for advice or information can use their preferred social media channel to send private messages, make public posts, and otherwise attempt to contact your company. It’s an entirely new medium of communication, and in the Age of the Customer, the contact center must make itself open and available in every channel possible



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