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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!
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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