Login or Join
Home » Forum Topics » Best Practices » Best Practices: Contact Center

Social Networking and Contact Centers

 
Posts: 40 Joined: 2007-01-29
 

Over the past several months I have talked with several contact center managers and executives who are trying to figure out how to communicate better. With the advent of remote agents and the consistent need to communicate with multiple shift and schedules, there seems to be a new emphasis on how to get the right information to the right people at the right time.

I am working on an article on how social networks and Web 2.0 are changing (and hopefully improving) the way we communicate. I thought I would come here and ask you to help me with the research. What are you doing in your center that is new? How are you using technology to meet the need? What technology are you using?

Share what you do here. And if you would be interested in being interviewed for the article, please email me at bfurniss@touchpointassociates.com.

‹ Can You Get a Good CRM Program From a Call Center? Contact Center Absenteeism Rates ›
--

Bob Furniss


Submitted by bob_furniss on November 3, 2007 - 00:10.

Post new comment

The content of this field is kept private and will not be shown publicly.
  • Allowed HTML tags: <a> <br> <img> <em> <i> <b> <u> <hr><strong> <table> <tr> <td> <th><ul> <ol> <li> </li><font><blockquote><sup> <colspan> <rowspan>
  • Lines and paragraphs break automatically.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Images can be added to this post.
  • You can use BBCode tags in the text, URLs will automatically be converted to links.

More information about formatting options

CAPTCHA
Are you human? (This question helps prevent automated spam submissions.)

MarketPlace

Powering the New Customer-Conversation Driven Enterprise

[March 18, 10 AM PDT] With the exponential growth of the social web, enterprises need a new way to effectively collect and utilize unstructured information that can be used to drive business decisions. This webinar will discuss LARA, a new methodology to help enterprises more effectively Listen to, Analyze, Relate and Act on customer information.

Global Customer Experience Management Certification Program

[March 17-18, Paris] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

On-Demand CRM Software

Use RightNow solutions to create the best possible customer experience while reducing costs.

Get your event or resource listed in the MarketPlace, reaching 300,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.