DENVER, CO--(Marketwired - December 08, 2015) - Our Managing Director Craig Tobin knows a thing or two about customer engagement. That is one reason he co-founded one of the industry's leading contact center consulting firms. Craig's experience in building and managing contact centers goes back to his career with GE and Oxford Health Plans, along with his time in the private equity marketplace. He has also personally negotiated billions of dollars in outsourcing agreements, both as a buyer and a seller. However, Craig's knowledge of customer service best practices remains current and state-of-the-art as well.
When he ran into trouble making a change to his rental car reservation during a recent trip, he knew exactly what to do -- get on Twitter and challenge social media to fix the problem that he had tried to resolve with the contact center. It worked. Social media ultimately solved his problem in less than 5 minutes after Craig had spent 60+ minutes on the phone. Why did that work? Moreover, why does the social media customer experience far exceed that provided by most contact centers? Upon reviewing Craig's experience in this case, we can identify some high probability root causes that not only explain what makes the social experience better, but also what contact centers can do to improve their service levels.
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