Facebook

I have a good friend who runs the social media monitoring for his company. Over the holidays there was an incident at one of his company’s locations that caused a huge stir and 1000+ tweets, Facebook posts, etc. by customers, their friends, and others. The company handled the customer’s issue, one they had never come across before, the best way they could at the time. After analyzing the 1000+ social posts, they found a mixed response from the customers; some agreeing with the company and others siding with the customer’s issue.   Read more»

This is the third in a series of blog posts focused on creating a customer service social media strategy. The first entry talked about the social media customer service experiment. The second post in the series provided detailed guidance on building a social media communications strategy for your organization and customer service or contact center. This post provides tactical guidance for integrating and managing social media in the contact center process flow.

The attention on Facebook lately has been around their new "deals" offering, which is awesome and will undoubtedly change the way we market and provide service to customers. At the same time, they announced a single sign-on application that will allow you to sign into a host of other applications through your Facebook login. For a while now, web developers have been able to add a Facebook sign-in application to their offerings to simplify the process of getting through a page. Companies like Groupon, Yelp, Pandora and even CNN are doing it.   Read more»

Editor’s Note: As we wrap up 2010, I wanted to share some of our favorite blog posts from the past year. We’ll be back with new content on January 4. This post by Bassam Salem first ran on September 8.

In recent memory, few things have preoccupied contact center managers' minds as has the topic of public social networks and how to deal with them.  Most managers will admit that, while they're aware of the ever-increasing popularity of sites such as Twitter and Facebook and of the potential challenges and benefits that come with such channels, most do not have a salient strategy or roadmap to follow.

While one could write many healthy books on the topic, in this post, I will attempt to provide a high level roadmap for contact centers specifying incremental steps they can take to go from merely being aware of social media all the way to leveraging them and potentially going as far as serving as nerve centers within their organizations for all social media activity.  The roadmap serves a dual purpose: it is also a maturity model against which to judge a contact center's developmental maturity vis-a-vis other centers. Read more >>

In recent memory, few things have preoccupied contact center managers' minds as has the topic of public social networks and how to deal with them.  Most managers will admit that, while they're aware of the ever-increasing popularity of sites such as Twitter and Facebook and of the potential challenges and benefits that come with such channels, most do not have a salient strategy or roadmap to follow.

While one could write many healthy books on the topic, in this post, I will attempt to provide a high level roadmap for contact centers specifying incremental steps they can take to go from merely being aware of social media all the way to leveraging them and potentially going as far as serving as nerve centers within their organizations for all social media activity.  The roadmap serves a dual purpose: it is also a maturity model against which to judge a contact center's developmental maturity vis-a-vis other centers.    Read more»