| 摘要 |
In one implementation, the information available in social networking services is leveraged by a customer service agent. Recent social media posts by customers may be accessed by a call center server either at the time of a customer service request or ahead of time. If the customer has provided any information in the social media posts related to why the customer is calling in, the customer service agent can save valuable time that is usually spent finding the source of the problem. The call center server includes a communication interface operable to receive a customer service request including a customer identity and a controller configured to query at sources of social media postings based on the customer identity. The call center server may transmit the social media postings to a device for displaying the social media postings to the customer service agent. |
