Social media has become a critical channel for organizations. However, organizations need strategies and technologies to effectively scale and integrate social media for a holistic approach to customer service. Organizations can now have meaningful interactions through social media channels in the same agent desktop where agents interact with callers. This presentation provides insight into combining two distinct functions to bring social monitoring and social interaction into the overall contact center and customer service strategies.

The potential for enabling immediate customer engagement is attracting companies to social media sites, but most organizations fail to harness the full value of these connections in the contact center. This talk shows how to apply business rules to social interactions to enhance agent efficiency, integrate social media into existing processes, and develop key metrics. How to cut through the social noise, identify which posts are most critical to your company, and present best practices to align social media tools with the contact center are discussed.