CallTalk Caramels: Social Media and The Call Center

CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore.  “Caramels” distills key moments from these interviews into practical, bite-sized nuggets to inform and assist you as a contact center professional.


Companies need to have a defined strategy toward Social Media in order to leverage it properly.  This means managers must understand SM and feel comfortable engaging with the SMNs such as Facebook, Twitter, etc. To avoid disaster and gain the optimal experience, our experts suggest close monitoring of SM platforms and development of appropriate engagement mechanisms.

Applications and hosted services are available to monitor your SMN’s. It is important to have the ability to monitor and respond where you are being mentioned, and your customers tend to aggregate. Select the Social Media Networks that fit well within your plan, using the P.O.S.T. system:

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