Ventana Research Analyst Perspectives

Social Dynamx Enables Social Customer Service

Posted by Richard Snow on Jun 25, 2012 10:58:01 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.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Social Dynamx