Social Customer Support: AT&T is doing it Right!

I have been an avid iPhone user almost since the day it came out. I just had to have one and it killed me that it took a week to get one when it first hit the market. I love everything about the iPhone except the fact that it has been hard to actually use […]

Location is important for your Contact Center too!

Location Based Services (LBS) are becoming all the rage now. Start up companies like Foursquare which is a web based check in service where you can declare your location to your friends, and even popular sites like Twitter and Facebook are getting into the act and attaching location based information about your status updates.

Clearly […]

Social Media and the Contact Center for Dummies (Wiley)

One of the biggest challenges for organizations today is managing the flow of information about their brands, products, and services that occurs in social media channels, including microblogs (such as Twitter), social networking sites (such as Facebook), blogs, and online forums.

More than ever, consumers use social media to spread the word about the brands […]

Understanding the Value of Social Media Data

There is a big difference between data and insights. Technology may have given us access now to endless amounts of data from every corner of the world. But the real challenge is making sense of all this seemingly disconnected data. Data by itself is generally valueless which is why for the most part it takes […]