Tweets – the next Contact Center Interaction?

Spurred on by a posting about a customer using Twitter to try and catch a flight on JetBlue, the thought of queuing Tweets in the contact center struck me as quite intriguing. (What are Tweets? Simply put, a Tweet is a message sent on Twitter.) Why wouldn’t you want to use one of the hottest social networking tools today to provide better customer service, treating Tweets just like any other type of interaction – phone calls, emails, chats, faxes, video, etc.? After all, could this be the next form of media to hit your contact center?
Before we start down that path, however, allow me to make a couple of points clear – I am not stating that:
  1. Our flagship product (CIC) is being used to do this today by our customers
    (though it sure seems like they could since CIC was built as an interaction agnostic processing machine)
  2. That we are adding this into our product
    (at least not as far as you know)
  3. That we have been asked to do this by any of our customers
    (possibly because they haven’t thought about it – until now?)

BUT doesn’t it make sense to queue Tweets into the contact center? I think it would, especially after reading the article on Jet Blue. But, then again, I’m not running a call center any more and when I did, we only had to deal with phone calls and emails.

Okay, but what about you? What are your thoughts?

Before you reply, consider this – knowing that CIC allows all types interactions to be queued, monitored, tracked, recorded, scored and reported on takes all of the technology issues out of the discussion. For the sake of your response, focus your attention on the issues surrounding the question of, "Would you provide this as a service if your customers asked you to?"

Here are some thoughts to get you going. How would you handle the following if Tweets were suddenly being routed into your contact center?

  1. Metrics – response times, average speed to answer, interaction handle time, etc.
  2. Establishing service levels
  3. Training agents
  4. Setting customer expecations
  5. Privacy

There you go. Now it’s your turn.

Tim Passios