The Contact Centre Goes Social

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.

IDC Opinion
In This Insight
Situation Overview
Future Outlook
Contextualising the Customer
Start to Think Omni-Channel
Agent Upskilling and Equipping
Benefits of Getting Social Right
Essential Guidance

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