Integrating Social Media

More than ever, customers use social media to spread the word about the companies they like and perhaps more importantly, don't like.

Your company is being talked about on Twitter, Facebook, blogs and other social media channels - in potentially hundreds of thousands of mentions or posts.This flow of information needs to collated, analysed and managed and, more often than not, this responsibility is falling to the contact centre.

Read more in our Social Media in the Contact Centre Information Hub

Create the right strategy and choose the right tools

There are a number of tools out there designed to help you monitor social media interactions. Sifting through thousands of posts provided by these listening solutions to identify the really important is not an efficient way to social media management.

CCT can help you create a strategy and choose the right tools so you can capitalise on Social Media as a channel into your operation.

Read more in our Social Media in the Contact Centre Information Hub

Talk to the right strategic partner

CCT is Capita's Unified Communications and Contact Centre practice.

Over the last 14 years we've delivered customer experience improvements within some of the UK's largest contact centre operations. To get in touch use web chat, complete the web form opposite or call us on 0117 3115969. You also email a member of the CCT team at website@cctonline.co.uk.