Customer Support
The Tipping Point and your Contact Center
Back in the year 2000, Malcolm Gladwell published his landmark book called The Tipping Point. And little did he know 9 years later he would have set the stage for how many Contact Centers handle Social Media?
Let me explain …
Many of the most Socially advanced Contact Centers today are using tools to listen in on [...]
Using Social Media to Deepen Customer Relations
An obvious win for companies looking to jump into Social Media is in the Customer Support area. As more and more customers voice their opinions online, the choice is not if you should be responding using Social Media, but when are you going to start responding!
I recently saw figures from Josh Bernoff of Forrester Research [...]