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Customer Service: Can Social Media Replace the Contact Centre?
If you believe the hype, social media is taking over the world. It’s the Internet’s version of a water cooler, online store, billboard, and concert hall, but is the hype true? Well, not everyone enjoys using social media – for some people, the privacy concerns and usability issues are just too great. However, few people like using traditional contact centre services; perhaps social media could solve the problems of confusing IVR menus, poorly trained contact agents, and long hold times.