The Contact Centre Goes Social
This IDC Insight looks at the maturing nature of social media and how it applies to the contact centre. The contact centre space has been slow to adopt social media due to the complexity around engagement, the perceived lack of customer interest, and budget constraints. However, consumers' airing of their complaints on social media is becoming more prominent and organisations are taking notice. In IDC's 2014 WAN Survey, 43% of contact centres stated they plan to adopt a social channel in the next 12 months.Please Note: Extended description available upon request.