Cisco’s new SocialMiner could be very helpful to customer service contact center phone agents and managers who are trying to understand and leverage how social media affect customer loyalty and behavior.
Social media are changing marketing, and no group is more impacted than the agents in the contact center who have to work with customers day to day. Cisco’s new tool allows agents to monitor in real time conversations that refer to the organization and its brand. SocialMiner appears to integrate the communications from the brand perspective and provides a window into specific customer experience through blogs, forum posts, status updates and other forms of immediate and social network communications.
The key now is to see how effective it will be in driving more profitable relationships and how it influences overall buying and other behavior. It also remains to be seen whether contact center and other organizational managers will consider it an important part of the customer interaction.
Information is always a good thing, but without the right context, direction and understanding it cannot be truly leveraged.
Posted by Michael V 
