Integrating Social Media into Contact Centers

Key considerations for adding the social channel

In this installment of CRM magazine's monthly Best Practices Guide, we examine how companies are making the social channel more than buzz. Clearly, this is a hot topic, and here seven solution providers offer their recommendations for seamlessly integrating this new channel into your customer contact solutions.

Inside you will find:

• A REALISTIC LOOK AT SOCIAL MEDIA AND THE CONTACT CENTER by Interactive Intelligence

• WORD OF MOUTH GETS A MEGAPHONE: The Critical Importance of #SocialMedia and the Customer Experience by Voxeo

• MORE THAN JUST BUZZ MONITORING: UNCOVER THE TOPICS, MEANING, TRENDS AND SENTIMENT OF CUSTOMER CONVERSATIONS WITH EXPERIENCE ANALYTICS by KANA

• SOCIAL CUSTOMER ENGAGEMENT: GO FROM BUZZ TO BUSINESS by eGain

• HOW TO SOCIALLY-ENABLE YOUR CONTACT CENTER by Oracle

• SOCIAL CUSTOMER SERVICE: THE PIVOTAL DRIVER OF THE SOCIAL ENTERPRISE by LiveOps

• THE CHANGING DYNAMICS OF CUSTOMER CAREby Lithium
• MAKING CUSTOMER SERVICE SOCIAL MEANS MORE THAN SOCIAL MEDIA by Coveo