Is it time the contact centre walked away from social media?By Riccy Sidoli,
Since our Autonomous Customer research was produced, Coronavirus has led to huge changes in the way we all live and work. It has significantly impacted all industries — and contact centres are no exception.
As many contact centres try to cope with increased customer demand, social media is a particularly useful way to engage with your customers. It provides an insight into what people are currently concerned about and provides a platform through which you can pre-empt queries and keep people updated on changes as they take place.