Special Features
Social Media - The Case For The Contact Centre
“Many organizations in the region are excited about the self-promotion potential of Social Media and in particular how the medium can help to engage an audience and expand their customer base. The corporate Facebook pages, Twitter accounts and so on are in effect extensions of the main web site and as such are used to post news, run competitions and other promotions, and update customers on new products and key services. All well and good,” says Dominick Keenaghan, president of MECC ’13 show organizers INSIGHTS, “but there’s another key issue as well to consider. Customers tend not to use a company’s own Social Media pages when recording their opinions, experiences and complaints. So, whilst marketing can continue to leverage Social Media channels for its purposes, any fully-form ed corporate strategy still needs to address customer comments and complaints, ongoing customer services issues and even possible upsell and cross-sell opportunities.In fact, today’s connected customers now demand that organizations monitor all Social Media continuously, and not just their own channels, and increasingly expect to be contacted on the issues they raise accordingly. Not only does the company have to upgrade systems, processes and technologies to be able to do this but they need people who can engage with customers pro-actively - in other words they need the sort of specialized functionality provided by a Contact Centre.”
Social Media strategies and related best practice are some of the key topics addressed at this year’s Middle East Call Centre 2013 Conference from June 3-6 in Dubai and delegates will explore proven methodologies and tactics to effectively leverage response-expected Social Media using, for example, web monitoring techniques, real-time analysis, business intelligence reporting, interaction routing and agent CRM tactics.
