Technology in 10: Overcoming Challenges of Social Media Customer Support
Empowering contact center excellence for 30 years!

Technology in 10: Overcoming Challenges of Social Media Customer Support

ICMI research shows that customers want social customer support, but most agents are still uncomfortable providing support through the channel.  They’re comfortable using social media in their personal lives, but still prefer to provide customer support through more traditional channels.  What kind of training and tools should contact centers be empowering agents with so they’re better equipped to provide social customer support?

In this video, Ann Ruckstuhl shares her advice on properly preparing agents to provide service through social media. She also reveals the most significant challenges companies face when implementing social customer support, and shares a sneak peek of the technology LiveOps will showcase at ICMI Contact Center Expo and Conference.

Watch and learn how your contact center can overcome the challenges of social customer support!

More Resources

Topics: Social Media, Technology


More from Erica Strother Marois


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?



On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls