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Social Media


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How to Write Excellent Social Media Responses to Customers

Wow. It's been almost a decade since companies began offering customer service via social media, and have we gotten better at it over the years! We've shed some outsized fears about being... Read More

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience?

We're almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. For the record, contacting brands on... Read More

The Measures Every Contact Center Should Have

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More

The State of Social Customer Support in 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s…  It seems like... Read More

What to Look for When Hiring Social Media Customer Care Agents

Hiring social media customer care agents can be a tricky thing for contact center leaders. There is often a desire to cross-train agents from other channels to ‘fill the seat’ or become... Read More

ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

Why Contact Centers Need to Embrace Social Media in 2018

According to facts and statistics from website builders, 95% of businesses indicate their customer care has a direct impact on their brand image. Regardless of your sector, your customer care strategy will... Read More

Who Are Your Favorite Contact Center Thought Leaders?

It's that time of year again. Thanksgiving is days away, the weather is getting cooler, and we're counting down the days until we ring in a new year. At ICMI, that can... Read More

6 Examples of Wow-Worthy Social Media Customer Service

This week Dan Gingiss, author of Winning at Social Customer Care, joined us for a special #ICMIchat. We talked about what it takes to deliver outstanding social media customer service, and we... Read More

5 Tips for Adding a New Service Channel

I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our... Read More



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