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Skip to content The Intelligent Series (IS) social media monitor translates popular social media posts, messages, and notifications into dispatch jobs that call center agents can manage on … Read more
By Peter Lyle DeHaan, PhD Should your contact center handle social media for your organization or clients? Perhaps you already are but desire to do … Read more
By Robert A. Kobek What is the general acceptance of social media as a customer service vehicle? How does your contact center measure up? The … Read more
By Donna Fluss I recently met with a group of highly experienced contact center leaders to discuss a variety of hot topics. We engaged in … Read more
By Peter Lyle DeHaan, PhD Last month I wrote about the importance of embracing social media. Regardless how you may feel about it, social media … Read more
By Peter Lyle DeHaan, PhD Whenever the phrase social media is uttered, people have one of three responses: “I love it,” “I’m sick of it,” … Read more
By Rebecca MacDonald In 2011 I observed two major social media trends, and based on these, I make three predictions for the coming year. 2011 … Read more
By Bob Hockman Companies can no longer be satisfied with running a monolithic contact center. Social media has insinuated itself into businesses, rapidly transforming from … Read more
By Peter Lyle DeHaan, PhD For some, the mere mention of it produces a spontaneous smile and causes their eyes to light up. To them, … Read more
By Keith Fiveson If you are like me – and so many other people today – you’ve connected through LinkedIn, set up your profile on … Read more
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