The New Call Center

7 Oct

We all enjoy reading reviews and ratings online, and using Facebook and Twitter, but sometimes real human interaction can be more helpful when there’s a problem with a product.

Unless, of course, you call a typical call center. These rooms full of people usually in foreign countries get a bad rep, and sometimes you don’t even get a real person on the other side.

Luckily, Cisco has come up with a solution that will integrate the call center with social media. It’s an innovation that will help customers who still hold onto traditional means of customer service, but spend most of their time on social media. Cisco Customer Collaboration will be released in November, and will allow companies to track their customers’ social media activities so they can address problems with more knowledge when the customers call. The video below is a demonstration of the software.

Software that combines the comfort of traditional communications with the speed and reach of social media will hopefully continue to develop. Greg Levin supports this integration. With about 59% of social media users in a Society of New Communications study venting about customer care online, tracking this activity is invaluable for companies. In addition to adopting a software like Cisco’s, Levin suggests training social media specialists to analyze activity, creating communities for your customers to discuss products and services, and implementing quality assurance measures for social media interactions. This ensures all customers receive great service no matter the medium.  More and more companies are realizing the potential in social media, and are treating it just like a customer call or email.

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6 Responses to “The New Call Center”

  1. Samantha Platania October 7, 2010 at 9:49 pm #

    I think this seems like a really great way to integrate social media into customer service. The only downside I see is that if you don’t tweet about your problem, it most likely won’t get resolved. Hopefully, as this software continues to develop, they find ways to make it more available to everyone. I think that this has a lot of really great potential to turn customer service from being a negative experience to a positive one. I’m interested to read any follow-up posts you have on this.

    • Sarah Pryor October 9, 2010 at 9:14 pm #

      That’s a really good point about the tweeting. I think that’s why it’s so important to know what kind of social media your specific customers are using. It would be ineffective if a company gets this software and their customers don’t use Twitter. I think it’s great for a company that has a variety of different customers, using multiple forms of communication.

  2. Colleen Callery October 9, 2010 at 5:59 pm #

    This is such a cool idea! I figure as social media becomes more popular and more important to business communication strategies the tools for measuring and monitoring such these technologies will also start becoming more sophisticated. I also think the benefits to customer service are great and making the overall online experience better for a lot more customers.

  3. Paige Zanelli October 9, 2010 at 7:30 pm #

    Sarah-
    I think this is a really interesting post. It is amazing that this software exists. This could really help the customer service process which, as we all know, can be exhausting. If the company is able to have information about you that will speed up the process, this could be a valuable resource. (As long as you allow the company to access this information and they handle it responsibly.)

  4. Allie Romeo October 10, 2010 at 11:02 am #

    This is such an amazing idea! Everyone gets annoyed with call centers and customer service because it is typically not how we want it to be. I think as the software continues to be developed it will really catch on.

  5. Elizabeth Baugh October 10, 2010 at 5:04 pm #

    This is a really cool tool for the company to use. Nice find! It’s nice to see company’s catering toward the customer in terms of service. Too often do we sit on hold and wait for an employee.

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