Customers have been turning to social media to complain about companies on Twitter for a long time. Many businesses monitor Twitter for mentions and respond to irate customers. A new focus on Twitter is customers to complain about how long they have been waiting on ‘hold’ to access customer service. They use the hashtag #onholdwith. And a website, OnHoldWith.com tracks these tweets and reports them.

How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

The IBM Watson computer Jeopardy challenge ran on US and Canadian Television for 1/2 hour over 3 sessions on Feb 14 to 16th, 2011. Watson, an IBM computer was one of the contestants. Watson won over two of the best Jeopardy contestants in the world, every night and in aggregate over three days. One of the first business applications of the IBM Watson technology is predicted to be in call centers.

I came across an interesting post from Gartner Group that had a surprising statistic on how many companies were using or planning to use Twitter as a supplement to their normal customer service. In his article titled “Twitter Jitters in Customer Service” Michael Moaz describes researching the Twitter usage of 250 customer service managers.

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