The time to embrace social media is now. It's not so much about whether social media is a fad - which the video here from Socialnomics offers compelling evidence that it is not - it's about catering to the needs of your customers and providing interaction channels that enable them to reach out in the method they prefer. And, quite frankly, many of them prefer to interact using forums, YouTube videos, Twitter, Facebook, etc.
So the question becomes, how do you prepare your call center to support these additional channels? There are four main steps:
- Listen / monitor
- Asses / establish trends
- Create "social media agents"
- Learn and evolve
I'll discuss these steps in detail along with Scott Duehlmeier, PR Account Executive at The Summit Group, in a free webinar on February 16. Click here to register for the webinar, and as always, feel free to comment below with questions.