Richard Snow's Analyst Perspectives

Social Dynamx Enables Social Customer Service

Posted by Richard Snow on Jun 25, 2012 10:58:07 AM

I hear a lot of talk about  the impact of social media on customer service and the contact center. My research into customer relationship maturity shows much of this is only talk. The research shows that while many companies have rushed to create a Twitter handle and a Facebook page and put video on YouTube, most are struggling to integrate social media into their customer service or more broadly their customer engagement strategy and processes.

Read More

Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Predictive Analytics, Social CRM, Social Dynamx, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics