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2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report

DMG Consulting’s first report on this sector,  and the only report of its kind in the market, the 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report is the go-to guide for companies that want to understand and build a social customer care organization. This Report provides strategies, best practices, tactics and a technology framework, to help organizations deliver the service customers are expecting via social media. This Report serves as an urgent call to action for organizations to provide effective social customer care, devise a strategy to make it happen, and build the infrastructure to satisfy this critical need.

At the Forefront with Breaking Coverage of New and Emerging Markets

The 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report reveals how social networking is challenging organizations to reevaluate their approach to customer service and how to address this new multi-channel servicing opportunity. 

DMG predicts that within five years the number of relevant social media interactions will be equal to the number of phone interactions, with 70%-80% of them being service-oriented and requiring attention. The challenge is that most contact centers have not kept pace with the social revolution. They are uncertain about how to evolve their organization and technology infrastructure to support these interactions and integrate them into their overall servicing strategy.

Complicating the challenge is the lack of true social media servicing solutions. Contact center vendors from all disciplines, including automatic call distributors (ACD), customer relationship management (CRM), recording, workforce management (WFM), quality assurance (QA), and others, are just beginning to figure out how to provide solutions to help enterprise customers effectively track, manage and respond to social interactions at scale.

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Order your copy of the 2012 - 2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report today.

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Abstract  |  Table of Contents  

The Only Comprehensive Guide to the Social Customer Care Market, Products  and Vendors

The 2012-1013 Social Media Customer Service/Contact Center Product and Best Practices Market Report is the only industry research report of its kind. It provides practical, actionable advice for organizations that are ready to embrace the use of social media for customer service.

Readers will learn about getting started, selecting the right social media channels to adopt, establishing service level agreements for handling customer service issues via social media, rules of engagement for using social media as a customer service channel, how to address security and data protection concerns, and more. DMG proposes a framework for folding social media into an enterprise customer service/contact center environment, complete with the required technical components, core administrative tools, servicing functionality and management applications.

The Report also explores the leading functionality available in the market to assist enterprises in building social customer care environments. The Report highlights Avaya, Cisco and Interactive Intelligence for universal queuing functionality; Lithium for CRM capabilities; and NICE and Verint for text analytics.

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To learn more about DMG Consulting LLC's 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report and our consulting services, contact Deborah Navarra at 516-628-1098, or deborah.navarra@dmgconsult.com.

Order Now...
Order your copy of the 2012 - 2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report today.

Learn More about the Report...
Abstract  |  Table of Contents  



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