Does Your Contact Center Offer Social Media as a Customer Support Channel?
Empowering contact center excellence for 30 years!

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!

More Resources



Topics: Social Media

Related

More from Erica Strother Marois

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls