Social media is transforming customer care and should be considered a strategic vehicle for delivering excellent customer experiences. A majority of social conversations are noise, however, there are topics that are relevant to different parts of the organization. When the topic is customer-service-related, most organizations are ill-equipped to deliver the level of support needed resulting in a splintered, disjointed customer experience.

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* Three qualifications needed for a social-enabled contact center
* To identify the stage of social-enablement for your contact center