Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals...
Read More >>>Tag Archives: Social Media
Will Social Communities and Mobile Apps Replace Call Centers?
Social communities and mobile apps will not replace call centers. But they will change them...
Read More >>>Customer Service Through Social Channels
How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available...
Read More >>>Social Media is Changing Customer Service
Social media, mobile apps and other developments are enabling the “greatest consumer movement in history.”
Read More >>>Social Media: Channel or Strategy?
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping...
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