Getting Your Customer Service Agents Through High-Volume Times - Slide 6

Email     |     Share  
1 | 2 | 3 | 4 | 5 | 6 | 7
Next Getting Your Customer Service Agents Through High-Volume Times-6 Next

It’s no secret that social media is an increasingly important tool for businesses to communicate and engage with customers. However, to utilize social media’s full potential, it’s essential to move past the idea of social media as strictly a promotional tool. The next step is to integrate Facebook, Twitter, LinkedIn, etc. into customer care processes.  Bringing customer service to actual customers, monitoring a brand as it’s perceived, allows companies to discover problems early, proactively engaging with potential and returning customers, protecting the brand.

With each passing year, consumers become increasingly more proactive in engaging with companies’ customer service centers to address their concerns. With this consistent rise in traffic, customer service center agents must be well prepared for the slew of customer queries sure to flood their queues. Additionally, as customer service goes, it’s time to get ready to contend with the increase in customers utilizing channels such as the Web, voice, chat, social media and video for everyday queries. Cisco’s Collaboration Technology Group, already helping to enable comprehensive and effective collaborative experiences, discusses the tips and tricks call center managers can share with their agents as they ramp up to deal with retail’s most “savage” customers.

More Slideshows

Top 25 Oddball Interview Questions of 2011 Glassdoor has identified some of the most bizarre interview questions from 2011.

Red-Hot Tech Jobs in 2012 Robert Half research reveals positions with strong growth potential in 2012.

Five Innovations That Will Change Our Lives Within Five Years Five innovations that will change how we live, work and play.


Related Topics :, IT Management Automation, SharePoint, Facebook, T-Mobile

More Slideshows

SAPSocialCollabSuccess0x 6 Strategies for Being Successful with Social Collaboration

Enterprise social collaboration solutions are most successful when they contribute to business value and benefits that address company goals. ...  More >>

IT_Man86-290x195 5 Criteria for Selecting the Best Enterprise Collaboration Tool

Chosen carefully, collaboration tools will save time, cut costs and reduce complications associated with storing and retrieving documents throughout a company's operations. ...  More >>

ClickSoftwareEnterpriseAR0x 5 Ways Pokémon GO Is Driving Augmented Reality in the Enterprise

With the consumerization of AR, it appears the technology is finally within arm's reach for those savvy enterprises willing to reach out and grab it. ...  More >>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.