Tag Archives | Social Media

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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Social Media in a Customer Service World

New channels of communications – are here! My professional world is probably described as Business2Business2Customer (B2B2C) consulting. I work with organizations in designing, improving, replacing or expanding their B2C relationships (sure there are also B2Bs there too). In my world, everyone is a customer but the B2B relationships are defined a bit differently. Recently, the […]

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