Five Critical Points for Social Media and Unified Communications in the Contact Center

Modern businesses can no longer stand pat with traditional contact center technologies and processes. Social media has firmly inserted itself into customer conversation, rapidly emerging from a form of entertainment into a necessary asset for top notch customer care. The reach of social media is broad, encompassing everything from branding to awareness, from marketing to customer service. In fact, adding social media tools to the enterprise communication infrastructure engages customers and promotes loyalty and longevity in ways that....