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Embedding social media into the contact centre

This unique study, produced in collaboration with the UK Contact Centre Forum (UKCCF), is a fascinating snapshot of what customer service operations are currently focussed on in leading brands.

12th September 2018 - 20 min read

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Discover how to meet growing demands efficiently and create a strong first digital impression that influences behaviour, as well as how to apply the same professional standards to social media as any other channel.

Discover the process of identifying what “good” looks like on social media and the social KPI’s that will get you there.
Understand why social listening is now being used for proactive customer service intervene and inform product and service development.

Understand what the common gaps in operational reporting are and the implications around this.