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3 reasons to bring social media into the contact center – Don Greco


Commercial industries have been integrating social media as a primary customer service channel for a few years now, but government agencies have been slow adopt social media as a viable option. It may not seem necessary now, but within a few years, social media will be just as important as phone calls for your customer service. The GCN article “3 reasons to bring social media into the contact center” by Don Greco goes into detail on the following reasons for why government agencies should embrace social media contact centers:

  1. Citizens have long gone social.
  2. Citizens have taken control of the government’s digital perimeter.
  3. Handling social in the contact center is more efficient and effective.

To read the article, please click the link below: 

3 reasons to bring social media into the contact center – Don Greco



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