TELUS International: Social Care Metrics | white paper
Measuring Social Customer Service in the Contact Center | Metrics & ROI for Social Care
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.
- 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
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Benchmarking Social Media Customer Service
Opportunities & best practices for social care