Among the challenges and opportunities facing contact centers today, Frost & Sullivan has identified four critical themes: enabling social media in customer care; deploying home agents; complying with stringent security requirements; and providing private cloud functionality.
Indeed, social media has arrived as a new and very different communication channel. Well-publicized incidents like “United Breaks Guitars” have sent a clear message to companies—customers will use social media to vent as well as praise good customer care. Companies, therefore, need to listen and respond quickly to such insights. After all, consumers can impact brand, image and sales by sharing their opinions and experiences. But the larger question is how best to operationalize social media by monitoring and taking action within the contact center...
