The August issue of industry publication "Customer Service Newsletter,"
Companies should see social media as an opportunity rather than a threat, Schoeller says, but they will have to have the tools to monitor, route, and respond to those comments. In addition, "they will have to have agents skilled enough to look at and respond to highly unstructured interactions — as opposed to the more structured types of transactions that they have handled in the past."
"This could be a great career path for some of your more senior agents — the ones who are more familiar with policies, procedures, and to some extent, the technology within your enterprise,"
Additional insights on how to respond to social media appear in the August issue of "Customer Service Newsletter."
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."