Archive | Corporate

Panel Discussion – Social Business

I had the opportunity last week to participate in a discussion, as part of a panel at Deloitte’s EMEA TMT Business School, talking about social media, social business and the realities. I was there representing Avaya and there were the other heavyweights from Microsoft and Oracle as well. Also there was a customer of Deloitte […]

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Daniel Backhaus

Social Media is Coming Home

During my attendance and engagement at the Call Center World this year in Berlin I had the chance to meet with others who were also presenting with me on the subject of customer service and social media. In this post I wanted to introduce one of those persons; Daniel Backhaus. During our discussions he brought […]

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Transforming business with social media will #FAIL, if they don’t get the education

For there to be a wider acceptance of social media use by businesses then one cannot ignore the biggest blockers out there; the decision makers themselves. Our initiatives will fail without remembering to educate those making the decisions. Having spent the last 2 years crossing many countries of the EU talking to medium, large and […]

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Social Service in the Contact Center – is this a good thing?

There is much talk about corporations getting onto the social bandwagon. Marketing often or usually leads┬áthe quest with customer services in tow. While the possibilities of engaging customers, potential customer in the social web and spreading your marketing story may seem like a good idea and may even work, can a “social service” actually be […]

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