Research Library > Oracle > How to Socially Enable Your Contact Center

How to Socially Enable Your Contact Center

White Paper Published By: Oracle
Oracle
Published:  Nov 27, 2013
Type:  White Paper
Length:  2 pages

Social-enabled customer service requires three primary capabilities.

The capability to:

  1. Listen and Respond: Treat Social Media as an Integrated Interaction Channel Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs and negligible return on investments.

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Tagscontact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools, mobile crm tools, technology, knowledge management