News in the Contact Center Solutions Community spanned a variety of subjects this week, but an area of growing interest where there were a series of related articles focused on social media and improving the customer experience. In fact, not just because I wrote it, but the issues surrounding the importance, ownership and impact of social media on contact centers is a hot topic.
Other postings related to the subject include one about how Nevahold’s 'Consumer Advocates' can amplify your company’s tweets. There is also how JW Maxx is recommending three ways to enhance reputation management. In addition:
Other industry news related to new products and services, recognition and even further concerns about out-sourcing of contact center jobs in the U.S. Highlighted articles include:
In wrapping up the news, it should also be noted that in the U.S., the Communications of America Workers (CWA) union is worried T-Mobile may do away with call center jobs after Metro PCS merger. And, eGain announced it has been positioned in the 'Leaders' Quadrant of Gartner’s Magic Quadrant for making multichannel customer engagement easier.
If you have time this weekend to catch up on industry trends and insights, in case you missed it download the archived version of the webinar, Key Contact Center Trends and Priorities for the Upcoming Year – How you can be ready. Also be sure to take advantage of all the resources on the community which include a variety of extremely valuable white papers, demos, videos, etc. And, for a deeper dive on subjects of your interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology, can be invaluable.