Ventana Research Analyst Perspectives

SoCoCare Enables Social Customer Service

Posted by Richard Snow on May 23, 2013 2:44:45 AM

Much is being written about the impact of social media on customer service, although my research into the agent desktop shows it hasn’t reached the fever pitch that many commentators would have us believe. It is true that the number of consumers using social media and as a consequence the volume of posts are astronomical. But I wonder how many of these posts actually have to do with customer service and how organizations filter out the relevant ones to help them decide on customer service policies and the appropriate action to take.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Social CRM, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, Unified Communications, Social Media analytics, SoCoCare