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Social Email and Chat Best Practice

Successfully deploying Social Email and Chat in the contact centre

Struggling to integrate email or web chat? Looking at social customer service, but concerned over agent productivity and service quality? Customer service teams are being tasked with expanding the range of channels which they offer but what is the impact on your existing processes and how can your current call centre systems be integrated? How can you ensure your customers will be able to switch between channels easily and receive consistent information across channels, the so called “Omni-Channel Experience”?

This white paper provides best practice guidelines for deploying Social Email and Chat in Contact Centres and highlights the issues to consider before deciding on the best implementation strategy. It provides practical tips to enable you to offer an Omni-Channel Experience, making sense of channel complexity.

Contents

  • Social Customer Service: Best Practice
  • Email Customer Service: Best Practice
  • Web Chat: Best Practice
  • Achieving the Omni-Channel Experience
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