Aspect Contact Center: Unplugged Blog » WFM: "3.) When you’re really ready to go full throttle, that’s when you tie your interaction management solution in with tools designed specifically to help you monitor social media from the contact center perspective. This will enable your contact center agents, whether at-home or on-site, to see what is being said about your company via social media channels, and respond as part of their multichannel contact center work. Imagine the surprise when a happy Tweeter who paid your company a compliment gets a Direct Message from you saying ‘Hey, thanks for the kind words! And, here’s 10% off your next purchase with us’.
The possibilities of social media are endless and can really act as a catalyst to positively changing the way we engage with our customers. But first things first, you must have a plan.
What’s your plan for social media in the contact center?"
