Published: February 06, 2014 | Comments
ICMI research shows that customers want social customer support, but most agents are still uncomfortable providing support through the channel. They’re comfortable using social media in their personal lives, but still prefer to provide customer support through more traditional channels. What kind of training and tools should contact centers be empowering agents with so they’re better equipped to provide social customer support?
In this video, Ann Ruckstuhl shares her advice on properly preparing agents to provide service through social media. She also reveals the most significant challenges companies face when implementing social customer support, and shares a sneak peek of the technology LiveOps will showcase at ICMI Contact Center Expo and Conference.
Watch and learn how your contact center can overcome the challenges of social customer support!