ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
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!
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.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?