Following on from last week’s blog post, this week’s SOFTEL blog post looks a little more in-depth at the processes and procedures required to underpin a new Social Media Interaction Channel in Content/Knowledge Management. A lot of this detail is similar to other “eServices” channels, such as Web Chat and email – however the fundamental difference here […]
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This blog post takes a look at the ever-increasing array of new social media channels of interactions destined for Unified Communications within Contact Centers. In this post, we are taking a rounded view of the pitfalls and some of the processes you’ll need to be aware of if you want to merge a new social […]