Call centers are connected to their customers. It’s their job to answer phones, take messages, handle crises, offer support in customer service – in effect: be social.

But, times they are a changing. The social networking train is taking off and you don’t want your company to be left behind.

Many call centers are now training their staff to accommodate new forms of communication via social media. As Facebook, Twitter and YouTube become part of marketing campaigns all over the globe, call centers are getting on board. This is a unique opportunity to respond to customers in yet another way. This not only helps improve customer satisfaction it also keeps companies intimately involved in the dialogue that develops between customers.

If a customer follows your company via Twitter and sends out a “tweet” about a problem, the agent that is monitoring the social media presence of the company, will become aware of a small problem and be able to handle it accordingly before it turns into a larger problem. If a customer had a bad experience, the company could contact them personally and offer solutions, and try and make the customer happy. These are real-time solutions. Everyone wants to believe that the customer is right and that companies will bend over backwards to make them happy. Companies need to understand that these days word of mouth is what the social media game is all about. If you can make one person really happy, many will hear about it.

Coupling workforce management software with education in social networking will arm your call center from all angles.  This will help create an amazing customer service center that really is prepared to handle any call or tweet or Facebook status!