Tag Archives | Contact Center

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 the 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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Just fix my problem

Ran across this post from Tim Stevens and his rant about service being provided by service centers. http://www.leadingsmart.com/2011/05/i-dont-want-to-press-1-for-english.html He has a few points which are typical of the problems which still effect  our service centers everywhere (his examples are from  the US but I see the same around the globe). Now whether it is good […]

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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.

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