Contact Center Social Media Use Projected for Extreme Growth

We can’t live without social media, and now, neither can the call center. Thanks to the Internet, the workplace has completely evolved and, accordingly, call centers are becoming increasingly advanced by integrating new and disruptive technological solutions (of course, social media just happens to be one of those solutions).

At this year’s Call Center Week in Las Vegas, Nevada, Yves Dupuis, vice president of sales and global accounts at Jabra and chairperson of the International Quality and Performance Center (IQPC), gave his input on the how the Web continues to reinvent and define the workplace. “The office today is wherever you have a laptop, Internet connection, and headset,” he explained.

Dupuis continued that the Internet has given rise to contact center solutions including unified communications (UC) – or the integration of real-time communications with non real-time communications – cloud-based data and applications, mobility, home-based agents and social media.

Currently at 18.6 percent for use in the contact center, social media usage is poised to grow 22.9 percent in the next 12 months – the greatest percentage of any other technology. Additionally, companies that are looking to incorporate social media into the workplace are expected to include a call to action (i.e. filling in a survey or spreading the word about an offer to customers). With social media on the rise, there is no better way to keep your business engaged with consumers and prospects.

In short, social media is confidently forecast to become the next best call center technology. You just might be surprised to find how many of your customers are using social media as we speak.

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