Executive Briefings

As Social Media Grows in Importance, 'Call Centers' Should be Renamed 'Contact Centers'

It's fairly common practice today for major brands to have a social media team at the ready to respond to customer complaints on social networking sites like Twitter and Facebook. The practice is so widespread that a recent Call Center Satisfaction Index (CCSI) report released by CFI Group found that call centers should perhaps be renamed "contact centers."

That is one of the major revelations of the CCSI. For the 2012 survey, CFI Group discovered that non-call service methods including email, Web self-service, chat and other online techniques account for more than 30 percent of customer service engagements.

"What we've seen over the last two or three years are the ways that customers reaching out to companies for service have shifted away from being exclusively calls," says Terry Redding, director of development and delivery for CFI Group. "For the first time these non-call service channels have exceeded that 30 percent mark."

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Keywords: call centers, contact centers, customer contact centers, CRM, customer relations, social media in the enterprise

That is one of the major revelations of the CCSI. For the 2012 survey, CFI Group discovered that non-call service methods including email, Web self-service, chat and other online techniques account for more than 30 percent of customer service engagements.

"What we've seen over the last two or three years are the ways that customers reaching out to companies for service have shifted away from being exclusively calls," says Terry Redding, director of development and delivery for CFI Group. "For the first time these non-call service channels have exceeded that 30 percent mark."

Read Full Article


Keywords: call centers, contact centers, customer contact centers, CRM, customer relations, social media in the enterprise