http://www.mpdailyfix.com/is-twitter-the-next-channel-for-contact-centers/ Opinions. Commentary. News. Fri, 19 Mar 2010 01:31:23 +0000 http://wordpress.org/?v=2.9.1 hourly 1 http://www.mpdailyfix.com/is-twitter-the-next-channel-for-contact-centers/comment-page-1/#comment-41603 Robert Lesser Wed, 10 Jun 2009 02:14:06 +0000 http://www.mpdailyfix.com/is-twitter-the-next-channel-for-contact-centers/#comment-41603 A good post Paul. To build on some of your points: 1. On a broader scale, social media are the new channel for contact centers. Twitter, blogs, wikis, social networks etc are all prime channels for contact centers to exceed customer expectations. 2. Because of their transparent and authentic nature, social media present a new opportunity for contact centers. For Zappos, their open air customer service has built the brand. Even when Zappos uses IM, the chat session found its way public on a blog: <a href="http://bit.ly/dLloE" rel="nofollow">http://bit.ly/dLloE</a> 3. Although many contact center staff may be proficient at chat, they may be ill prepared to address questions in a public forum. The role of a contact center professional will need be augmented with training similar to those elsewhere in the company who participate in social media. A good post Paul.
To build on some of your points:
1. On a broader scale, social media are the new channel for contact centers. Twitter, blogs, wikis, social networks etc are all prime channels for contact centers to exceed customer expectations.
2. Because of their transparent and authentic nature, social media present a new opportunity for contact centers. For Zappos, their open air customer service has built the brand. Even when Zappos uses IM, the chat session found its way public on a blog: http://bit.ly/dLloE
3. Although many contact center staff may be proficient at chat, they may be ill prepared to address questions in a public forum. The role of a contact center professional will need be augmented with training similar to those elsewhere in the company who participate in social media.

]]> http://www.mpdailyfix.com/is-twitter-the-next-channel-for-contact-centers/comment-page-1/#comment-41602 Elaine Fogel Tue, 09 Jun 2009 17:01:07 +0000 http://www.mpdailyfix.com/is-twitter-the-next-channel-for-contact-centers/#comment-41602 Interesting post, Paul. This will underscore the need to know abbreviated texting language as consumers explain their issues in 140 characters! :) Interesting post, Paul. This will underscore the need to know abbreviated texting language as consumers explain their issues in 140 characters!

]]>