TELUS International: Social Care Metrics | white paper

Measuring Social Customer Service in the Contact Center | Metrics & ROI for Social Care

Released March 2012

Social customer service is evolving as the new channel to drive customer satisfaction and loyalty. At the same time, integrating social media into the contact center—and measuring ROI—remains a challenge for most organizations.

As social care moves into the realm of the contact center, TELUS International, in partnership with Kenna Inc. and Oracle Corporation, has undertaken this study to examine:

How traditional contact center metrics work for social care including service, quality and effectiveness measures
How to develop a social ROI framework covering revenue generation, cost avoidance & total program costs