Recent report published in the Telegraph highlights, again, how many of the FTSE 100’s continue to have a lack of planning when it comes to social media. Many of them are on different, popular platforms but with little linkage with their corporate sites. Why is this? Are they just so disconnected within their media planning […]
Author Archive | Andrew
Initial Tweetchat experience
I joined in to my first tweet chat this week and was not too sure what to expect from it. I had seen a tweet just 30 minutes before it was to begin which reminded me of one I had seen the day before. The subject was “Social Media and Customer Service – Working Together […]
End of the Contact Center
Prediction by 2016,
Social Media will bring an end to the call center as we know it today within 5 years
The social customer is entering the array of networks available at lightening speed. Companies are beginning to rethink what a social enterprise may look like. Once the confusion settles we will see that employees across the enterprise will be interacting with customers, all servicing their needs. Social media will topple the pillars of many organizations, forcing them to change their structures to meet this new customer.
The Social Enterprise is not just bringing it to the Contact Center
I was just reading an article by Sheila McGee-Smith on NoJitter and tried to comment but that seems not to be working. Here is the link to the article. http://www.nojitter.com/blog/229219122 I just spent some time in Berlin at the Call Center World. Yes, it is very Contact Center focused but what I am really missing […]
