Social Engagement for Customer Care

Whether you are a social quarterback, social care supervisor, or agent, this book will help you to establish a working strategy for your company on the social web. You will learn the essentials for proper discovery in setting up your social command center. You will also learn how to fine-tune your social engagement with best practices for social engagement etiquette, profile strategies, multi-tiered clustering, agent skills and assistance, and agent retention. If you want to kick-off or improve your social care engagement initiative, this book is an essential read for you and your team.