Case Study

Spectrum

Spectrum

CUSTOMER SUCCESS STORY CUSTOMER SUCCESS STORY IMPROVEMENT IN AGENT PRODUCTIVITY IMPROVEMENT IN SOCIAL RESPONSE POSTS PROCESSED WITHIN FIRST 6 MONTHS RESOLUTION RATE ON CUSTOMER RESPONDED POSTS 57% ? 78% 30% ? 200k Business Challenge When Phil Blum was selected to lead the social media arm of Spectrum’s customer care operations in 2010, the company was unsure of the value of assigning customer service agents to monitor Facebook and Tw

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