Avoiding Customer Service Backlash on Social Media Channels

By David Parcell, Managing Director EMEA and Corporate Officer, Verint Systems Social media has fast become the new medium of complaint as consumers vent their frustrations via means inherently designed to give the world a voice. Customers are taking their frustrations with products and services to sites like Twitter, Facebook and YouTube, in the knowledge that social media networks can generate more attention and faster responses than calling a contact centre. Whilst many customer service executives mull over how they embrace social media channels as another platform from which to serve customers, how many are truly considering how they monitor these channels effectively to isolate potential customer service issues before they become major threats to their reputation and brand? Any custom... »