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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.
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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