In Altimeter Group’s study into the career of the corporate social strategist, carried out less than two years ago, less than 1% of corporate social media initiatives rested with the customer service department. However, if statistics are anything to go by, our participants on Thursday have taken the challenges of social media by the horns.
And here are the challenges they’re facing:
How do contact centres tackle social media? In exactly the same way every other department does: by adopting a company-wide strategic approach.
The trouble with that is, reality often doesn’t happen that way. The reality is often one, or just a few, visionary pioneers, who stick at something new long enough for it to become something proven.
The good news is, more companies than ever are seeing the need for social, and it’s not just coming from marketing. Increasingly, demand for more learning and better strategy is coming from the customer service department.
Enjoy the full webinar, or skip straight to my section at 32:10.
What do you think of the role of social media in the contact centre?