Tag Archives | Social Enterprise

Improving the Customer Experience? Fonolo’s Shai Berger

http://traffic.libsyn.com/cx404/Fonolo_Improving_the_Customer_Experience.mp3 Podcast: Play in new window | Download (Duration: 20:05 — 20.5MB) Welcome to this special podcast. Why special? Well, this was actually a challenge from Xania who challenged me to a video podcast. This was actually much harder than I ever thought it might be. I made many mistakes in production as my workflow […]

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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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