Best Practices in Contact Center

Such procedures in the contact center to improve the Social Customer Service? A legitimate question if you think changes and potential of the technology and the internet. It is understand essentially what may be the best best practice in a customer system characterized not only by telephone, but by a series of tools that allow different points of contact between customer and company.
In an article published on the International Customer Management Institute (http://www.icmi.com/), Layne Holley lists some tips for combining Customer Satisfaction and operational efficiency by having as objective the improvement of performance.

1) listen (Listen): whether it's phone, whether it's web tools, the first rule is to proactively listen to customers through multiple channels. It is important that the company is present in all social media, but it is important that where are its customers
2) Handle (Handle): how to handle the call exists, so it is important to know how to manage contacts and "calls" in social media through agents skillati, ready and organised. In particular we have the right person at the right place, to secure value at every point of contact with the customer. The article also suggested: (a)) not to be reckless, especially when made a negative comment (should give more explanations and give additional information on that channel); b) to direct customers towards on-line sites or sections where you can find the information you require.
3) Measure (Measure): track the volume and frequency of contacts through the "social" also as an opportunity to estimate ROI.

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Fulvio Giaccari [MCPD / MCT / CRM Specialist]
Business Manager CRM
SB Soft S.r.l.