Social media as a contact centre channel is set to grow 32% per annum until 2017.
It only needs one public negative comment to cause a crisis.
That is why every company should be monitoring what’s said about them on social media.
Watch our video and find out why you should be monitoring your social media channels.
Managers of mid-sized, multichannel contact centres find it hard to meet the key performance metrics set for their business area. On the one hand they are under pressure to reduce operating costs, and on the other, customers expect to be able to contact the business at any time, using any device or channel.