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Technology in 10: Going Social in the Contact Center

By Erica Marois | Date Published: February 25, 2014 - Last Updated August 22, 2018 | Comments

ICMI research shows that customers want social customer support, but contact centers still lag behind in implementing the channel.  Is this due to fear, lack of proper technology, or both?

In this video, Ian Hunter of USAN shares his thoughts on going social in the contact center. He also offers guidance for dealing with customer complaints in the channel, and gives us a sneak peek of the new technology USAN will showcase at Contact Center Expo and Conference in May.

Watch and learn best practices for going social in the contact center.

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Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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