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Social Media


Topic Content

Are You Ready to Win at Social Customer Care?

Now that we’re more than halfway through 2017, how are you feeling about your career progress? Is your contact center moving in the right direction? Are you working towards supporting customers in... Read More

How to Use Social Media to Educate, Inform, and Empower Customers

An Interview with the 2017 ICMI Global Contact Center Award Winner for Best Social Media Customer Care “The idea of empowering agents to use live video chat to assist customers is positively... Read More

7 Deadly Sins of Social Customer Service

Social media is redefining the profile of what it means to be a high-value, high-risk customer. What was once a conversation between your rep, your customer, and the your monitoring systems is... Read More

5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact Center

When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues),... Read More

How to Handle Social Media Complaints with Confidence

What’s the best way to handle social media complaints with confidence? A staggering 879 million complaints are posted each year on social media by consumers.  Some people rant because they can, or... Read More

10 Tips for Serving Customers Via Social Media

According to ICMI research, more than two-thirds of contact center leaders acknowledge that social media is a vital channel for customer support. Despite that realization, less than half of contact centers today... Read More

2017 Trend to Watch: The Shifting Mix of Service Channels

Key take-away: Evaluate shifting mix of service channels specific to your customer base In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

ICMI's Top 50 Thought Leaders to Follow on Twitter: 2016 Edition

During this season of celebration and reflection, we’d like to pause and give thanks for the shining lights in the contact center industry.  We’re incredibly grateful for the thought leaders who help... Read More

Achieving CX Success on Social Media

At some point, you've had a Social Media interaction with a brand that could have ended better. We all have. Companies have gotten hip that Social Media is where their customers are.... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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