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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.

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


Sample Pages

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Related Research

Benchmarking Social Media Customer Service
Opportunities & best practices for social care

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