How can a well-run, effective contact center not be able to deal properly with social channels and new customer requirements?
We reacted to the hype of social networks by throwing caution to the wind and forgetting all the lessons we learned in the past few years. We rushed to deliver single-channel, non-scalable, non-integrated solutions for Twitter, Facebook, and blogs. We simply wanted to be there and showed that we were able to do it, spending time and resources poorly.
It is time to stop and plan, then execute. It is time to figure out the lessons we learned from the early implementations and work on a better model.
It is time for the seven step roadmap to create a socially-blended multichannel customer service.