You can lower costs and improve the customer experience by shifting the paradigm from traditional calls to digital outreach. Instead of putting emphasis on the customer service process, which leads to bad customer experiences, invert the model and put emphasis on predicting and preventing issues to begin with. Through process optimization and automation, organizations can spend more time on prevention, which leads to benefits:

• Customer-Facing System of Engagement: Manage all the various customer-facing touch points (such as forums, blogs, communities, chat, etc.) through worksocial to replace core call center functionality. This results in reduced call volume and demand mitigation.
• Employee-Facing System of Engagement: Take the processes and knowledge from the core call center functionality and use worksocial to improve and increase effectiveness, and optimize the processes. Worksocial combines multiple employee-facing touch points such as knowledge management, communities, and wikis.
• The Transformed Customer Experience Center: Customer-facing touch points, core call center functionality, and employee-facing touch points all come together with worksocial into one customer experience center which allows analytics of text and sentiment.