Does Your Contact Center Offer Social Media as a Customer Support Channel?
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Does Your Contact Center Offer Social Media as a Customer Support Channel?

Does your contact center offer social media as a customer support channel?

72% of recent ICMI Quick Poll respondents say their contact center offers social media customer support in at least one channel.  How does this compare with ICMI research from 2013?

In Q2 of 2013, ICMI gathered data from 361 contact center leaders through the "How can Emerging Channels be Leveraged to Improve the Customer Experience?" survey. At that time, only 47% of respondents said their contact center offered social media as a customer support channel.

Is this an area of investment your contact center is considering in 2014?  February is all about social customer support at ICMI!  Be sure to follow along all month for infographics, articles, webinars, tweets chats, and more!

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Topics: Social Media

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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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