{"id":44363,"date":"2017-12-11T00:00:37","date_gmt":"2017-12-11T07:00:37","guid":{"rendered":"https:\/\/www.etechgs.com\/?p=1333"},"modified":"2017-12-11T00:00:37","modified_gmt":"2017-12-11T07:00:37","slug":"social-media-call-center-part-2","status":"publish","type":"post","link":"https:\/\/demo.etslabs.ai\/etech26\/social-media-call-center-part-2\/","title":{"rendered":"The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)"},"content":{"rendered":"<p>In my last blog post, we defined what a <a href=\"https:\/\/demo.etslabs.ai\/etech26\/blog\/socially-enabled-call-center\/\" target=\"_blank\" rel=\"noopener\">Social Enabled Call Center<\/a> is, a call center using social media platforms to effectively interact with their customers.\u00a0 We also looked at a couple of ways to enhance the customer experience within the Social Media call center. Hiring customer centric people and increasing response times across all channels were two primary means of building a socially enabled call center.<\/p>\n<p>Let\u2019s take a look at a few more ways to create and strengthen a socially enabled call center.<\/p>\n<ul>\n<li>\n<h2>Plan for quick and personal service:<\/h2>\n<p>In addition to developing quick response times, it is essential that call centers develop personal service. Based on recent statistics from Forrester, 82% of consumers say that \u201cgetting their issues resolved quickly is the number one factor to a great customer experience.\u201d\u00a0 However, in addition to wanting quick resolution, customers also expect a certain level of personalized service. They want to be treated as a valued customer and one that is known by the company.\u00a0 One of the benefits of social media is the quick and personal response that it offers. A quick and relevant response from the call center via social media is an important component to building your social media call center.<\/li>\n<li>\n<h2>Lead from the Front:<\/h2>\n<p>Train your agents to excellence by providing excellent leadership. The answers provided by call center agents are as good as the advice and direction they receive from their managers.\u00a0 Lead by example and remember that attitude is everything.<\/li>\n<li>\n<h2>Train, Train, Train:<\/h2>\n<p>On-going training of your agents is another key component of the socially enabled call center. Well trained agents tend to be satisfied agents who then deliver excellent customer service.\u00a0 Provide training in all relevant areas and then empower your agents to do what they need to do to resolve the customer\u2019s issue.<\/li>\n<li>\n<h2>Always seek feedback:<\/h2>\n<p>Regular customer feedback is essential to creating and maintaining a superior socially enabled call center. The best way to solicit feedback is through short customer surveys. A short survey ensures a response from your customer; who wants to answer a ton of questions.\u00a0 Making the questions relevant enables you to pinpoint specific areas that need addressing. Short and relevant customer surveys are an invaluable tool for your call center.<\/li>\n<\/ul>\n<p>Social Media is here to stay so creating and maintaining a socially enabled call center is essential in today\u2019s market.\u00a0 If you\u2019re not sure how many times your business was mentioned this week on Twitter, Yelp! Google+ or Facebook then it\u2019s time to make your call center a Socially Enabled call center.<\/p>\n<p><em>This blog was written by Etech&#8217;s Jim Iyoob, Chief Customer Officer.\u00a0 If you would like to learn more about Etech and how to develop a socially enabled call center, please contact us at info@etechgs.com.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":25439,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[154],"tags":[213,31,291,704],"class_list":["post-44363","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-call-center","tag-etech","tag-social-media","tag-social-media-call-center"],"acf":[],"_links":{"self":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/44363","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/comments?post=44363"}],"version-history":[{"count":0,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/44363\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media\/25439"}],"wp:attachment":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media?parent=44363"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/categories?post=44363"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/tags?post=44363"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}