Recommended DMG Consulting Newsletter 07/10: Contact Center’s Role in Managing Social Media Interactions
Photo credit: Captain Crank
In an earlier post I stressed the importance of adapting the CRM approach for 2011. Working in the field of contact center operations I found the DMG Consulting Newsletter very interesting. Are social media indeed that less relevant from a contact center perspective or is the perspective of the contact center blurred.
What do you think?
Found at DMG Consulting Newsletter: July 2010.
From a contact center perspective, however, it has not been entirely clear what should be done with and about the potentially vast reservoir of customer feedback yielded by social media.
In a recent DMG Consulting survey The Winning Formula: A Benchmark Study of Contact Center Workforce Management, May 2010, 230 contact center, enterprise and IT executives, VPs, managers, directors and decision-makers from around the world were asked about social media in their organizations.
The results revealed that only 6.5% of contact centers currently have any type of support for social media. Only about one quarter 23.9% are planning to add such support by 2014.
DMG Consulting believes that while many companies are not rapidly embracing social media, they will need to get on board with this new channel, whether they want to or not, because customers expect it.
As a result, DMG Consulting predicts that by the end of 2014, more than 45% of contact centers will have integrated some type of social media support – monitoring social networking sites for mentions of a company/product, responding to blog or Twitter posts with an invitation to participate in a survey, incorporating tweets as a means of communicating directly with the contact center, etc.
To be continued at DMG Consulting Newsletter: July 2010.
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Posted on 2010/07/13, in CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Front Office and Customer Service Operations, Knowledge management, Performance management, Vision, visionaries, vision things, trends and tagged Business, Call centre, contact centre, Customer relationship management, DMGConsulting, donna fluss, Marketing and Advertising, Organization, Social media, Social network service, Twitter. Bookmark the permalink. 1 Comment.
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