Social Media and The Call Center

Companies need to have a defined strategy toward Social Media in order to leverage it properly. This means managers must understand SM and feel comfortable engaging with the SMNs such as Facebook, Twitter, etc. To avoid disaster and gain the optimal ...
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Dispelling Myths About Social Media

As social media networks gain in importance for companies, so do the myths and rumors about them. The three largest myths are (1) social media does not affect customer service; (2) there is no ROI (return on investment) for social media in customer service; ...
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Social Media and the Call Center: Where Are We Headed?

Social media and the call center: Where are we headed? Date: May 26, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kyle Gosnell, CEO of Interactive Innovations Below is the Recording of the show
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