More than 50 percent of contact centers in the U.S. today support social media as a customer channel. Of all social media channels available, Twitter is the fastest growing in terms of acceptance as a customer service channels, which leads us to ponder how else Twitter might be used in the contact center. In this podcast, Tobias Goebel of Aspect joins us to share his thoughts on how Twitter might be used as a customer self-service tool and we explore how automation might play into this new customer communications strategy. Interactive Twitter Response (ITR)? Listen in and see if you agree.
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