A base principle of the most successful customer care operations is to meet the customers where they are interacting with brands.
Unlike traditional phone and email contact, in social media, the channels, format and “rules of engagement” are constantly evolving. That makes it increasingly important for contact centers to be flexible and to adapt to changing trends, so that they can enhance the customer experience and improve customer satisfaction.
John MacDaniel, senior director, digital and voice of the customer at Telerx, discusses the emerging trends in social media impacting the contact centers in 2017 in CRMXChange.
Take a look at three social media trends that are changing the way contact centers are interacting with customers:
Read the full article in CRMXchange: Top 3 Social Media Emerging Trends Impacting Contact Centers in 2017