Bridging the great divide

When it comes to social media, does your right hand know what your left hand’s doing? How to avoid a social media nightmare while boosting your bottom line.

This white paper is designed to provide a starting point for carefully considering and planning out the integration of social media with existing channels managed by customer service, and extending its value throughout the enterprise.

It can spell the difference between a brand that reacts defensively to ever-shifting consumer sentiment that exists outside of its control, or one that proactively harnesses the power of social media to delight customers — and shareholders — as never before possible.

• Five steps to an employee effectiveness model
• The power of context and persistence in voice self-service
• The cross channel customer experience
• Social Media: The next evolution in customer service and sales
• The cost of poor customer service