Is your call center staff on Twitter, Facebook and/or other social media channels? If not, they should be. This department is best suited for addressing customer concerns and issue resolution yet many of these teams are not engaging on social media. Your marketing department is probably seeing customer service conversations on social channels but are they engaging the customer as they should and are you measuring those engagements over time?

The chart below gives you a good indication of why you need to start training your customer service teams how to use social media: