http://www.scribd.com/full/50615617?access_key=key-2uzppp92nsca57krb4x
A few comments from yours truly on the mega-topic of social media channels and their interaction with call centre. Excellent analysis and write up by Keith Newman.
Newman, Keith. Telecommunications Review, February 2011.
Social media transforms the business feedback loop and contact centres geared up to deliver customer service through these channels will leave their competitors in the digital dust.
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