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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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