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 [1].