Contact Centers Need to Experiment

By Jerry Olsen
Updated: October 03, 2011

Contact Centers Need to Experiment

Contact center managers across the country are looking for new and innovative ways for creating a social contact center within their organization. For the time being, though, managers must design their own scheme for adding these channels into their places of business.

Keith Dawson, industry director at Frost and Sullivan in New York said, “There is a distinct lack of consensus on what social media even means and how it should be handled.” However, Dawson added that there are enough resources available to help get a social initiative off the ground. Contact center managers need to set initial guidelines and resources, and then make adjustments accordingly.

Sheila McGee-Smith, president of McGee-Smith Analytics in Amherst, New Hampshire said, “If you have anyone on social channels today, you are ahead of the curve. There are few companies that have lots of people resources allocated and a structured program.”

The following are some guidelines for establishing a social contact center within your organization:

First of all, you’ll need to determine how to make use of social channels in the contact center. It may sound simple, but it can be challenging to figure out which channels are appropriate until the contact center starts engaging in the process. At a minimum, managers must determine how to respond more appropriately in order to engage customers.

According to Kate Leggett, a senior analyst with Forrester Research Inc. in Cambridge, Massachusetts, “You need guidelines of engagement for what information you should be able to convey over public channels.” For many companies, social initiatives are already under way, and the analysts are saying that contact centers only need to figure out how the fit into the plan.

Featured Research
  • How to Update Your Contact Center Software

    If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more

  • An Introduction to Global Contact Centers

    If you’re like many people, you may not trust the idea of a global contact center. They’ve traditionally been associated with language barriers and poor customer service. more

  • Don't Fall for These 10 Contact Center Features

    No matter the industry or area of expertise, one of the best ways for businesses to distance themselves from their competitors is through building and sustaining customer loyalty. more

  • How to Optimize First Call Resolution in the Contact Center

    Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true. more

  • 2017 Contact Center Software Cost Guide

    Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more