Description

The contact center industry has been pushing the use of social media for over three years. However, adoption of social media as a fully-developed channel has not kept up with the hype. Now, with the help of vendors marketing into this space, customer contact organizations are developing this new channel, using intelligence gleaned from it across the organization. This Market Insight explores the challenges and best practices involved when turning social media into “social customer care” as part of a corporate social media strategy.