{"id":536785,"date":"2010-04-21T07:00:00","date_gmt":"2010-04-21T11:00:00","guid":{"rendered":"http:\/\/blog.usa.gov\/roller\/govgab\/entry\/social_media_and_contact_centers"},"modified":"2010-04-20T16:48:25","modified_gmt":"2010-04-20T20:48:25","slug":"social-media-and-contact-centers","status":"publish","type":"post","link":"https:\/\/mereja.media\/index\/536785","title":{"rendered":"Social Media and Contact Centers"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" width=\"314\" height=\"235\" border=\"0\" align=\"left\" alt=\"some of my fellow bloggers at the government customer support conference\" src=\"http:\/\/blog.usa.gov\/roller\/govgab\/resource\/images\/gcs_bloggers.jpg\" style=\"margin: 0px 10px 10px 0px;\" \/>Yesterday I spent my morning at the <a title=\"Government Customer Support Conference\" href=\"http:\/\/www.governmentconference.com\">Government Customer Support Conference<\/a> with government contact center managers. They have some questions for you and helped me write my post today. Government contact centers are the places you call when you need to report a pothole on your street, or you need to replace your social security card. We talked about social media tools and we had some debate and discussion about how we can use them to serve you, and we want your thoughts.<\/p>\n<p>We have groups of \u201cinternal\u201d and \u201cexternal\u201d contact center managers. The internal centers are people who provide support to an organization, such as a computer help desk. The external centers directly support the public.<\/p>\n<p>As a group of managers for internal contact centers, we\u2019re uncertain of the value of an internal blog in improving customer support or reducing the number of customer contacts by helping customers help themselves. We wonder:<\/p>\n<ul>\n<li>Will a blog yield enough results to make it worth employees\u2019 time in preparation and maintenance?<\/li>\n<li>How will we manage inaccuracies in comments on the blog posts?<\/li>\n<li>Will anyone use the blog?<\/li>\n<li>How will we measure the usefulness of the blog?<\/li>\n<\/ul>\n<p>The group of managers for external contact centers agreed that there could be some value in a blog for their customers. While the blog would not replace the contact center and most likely not be administered by its employees. The contact center managers all agreed that contact center support for a blog would be valuable. The blog could pull posts from frequent topics in the center and feed information to the agents for answering public contacts.<\/p>\n<p>The contact center managers did see value in using microblogging tools like Twitter to provide information to decrease the number of calls, emails and web chats. New York City has tweeted information to students about school snow closings to much success. One member of this group had parking availability tweeted so he would know the parking availability in the city of Pittsburgh.<\/p>\n<p>Would any of these services be helpful to you? Share your ideas.<\/p>\n<p>p.s. Many thanks to my blogging partners today!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Yesterday I spent my morning at the Government Customer Support Conference with government contact center managers. They have some questions for you and helped me write my post today. Government contact centers are the places you call when you need to report a pothole on your street, or you need to replace your social security [&hellip;]<\/p>\n","protected":false},"author":4153,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-536785","post","type-post","status-publish","format-standard","hentry","category-news"],"_links":{"self":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/posts\/536785","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/users\/4153"}],"replies":[{"embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/comments?post=536785"}],"version-history":[{"count":0,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/posts\/536785\/revisions"}],"wp:attachment":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/media?parent=536785"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/categories?post=536785"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/tags?post=536785"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}