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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 formally offer social media customer care.
Adding new support channels to the mix is no easy task! And with the rapid evolution of social media platforms and technology, piloting a social care program can feel even more daunting.
Our #ICMIchat community shared some best practices this week. Here are 10 tips to help you get started. Find a full recap here, or download this free worksheet for even more advice!
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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