Social Media: Disruptive to Contact Centers - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 6/20/2011 eNewsletter

ITEXPO West begins in: 84 Days. REGISTER NOW!   Featured Articles » Cloud Computing Delivers Benefit to Call Center Scheduling » Personality Matching Comes to the Call Center with InfoCision SATMAP Deal » Avaya Study Prompts Need for Contact Center IVR Training » What is Cloud CRM?   Sponsored By: Customer Interaction Solutions TMC Labs Innovation Award - Early Bird Ends Thursday, June 23 Only Three Days Left for Your Early Bird Entry! The Customer Interaction Solutions TMC Labs Innovation Award is accepting entries for the best of the best in contact center, call center and CRM solutions. The TMC Labs Innovation Award honors products that help carve a new market niche or start a new trend in technologies. This award also recognizes products that stand apart from their competitors due to one or more unique and innovative features. Final deadline is July 14, 2011. Apply now.   Top Stories » Spectrum Knows What Call Center Reporting You Want » Why Retail is the Best Contact Center Training Ground » Siemens Enterprise Communications Selected Master Distributor of inContact Cloud Contact Center Software Portfolio in Europe » Cloud9 Announces Summer'11 Release of SaaS Forecasting and Pipeline Management Solution for Salesforce CRM Customers   From The Expert Corner June 17, 2011 Social Media: Disruptive to Contact Centers, so Fight Back By David Sims TMCnet Contributing Editor Tim Harris, of inContact’s Product and Strategy team, wrote a recent blog post contending that social media is “more of a disruptive to call centers, than you may at first believe.” As he says, call centers are basically massive routing systems for phone calls, emails, tickets, SMS and chats to correctly skilled agents. So what about social media?   Social media is such a disruptor, Harris says, “because it is not simply routable. When we receive an email or a phone call, it is because the customer wants or needs something. Social media is the thoughts and opinions of random people. Some percentage of those people may be your customers (or potential customers) and they may have legitimate needs that you could meet.”...Read More   Featured Video Interview with Interactive Intelligence   Featured Channels » Call Center Certification » Hosted Call Center » Hosted Predictive Dialer   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of IP Communications professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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