Big Talking Shop

If your working through a project looking at the relative value of customer services and profit these are good background books.
Amazon.co.uk Widgets

Feb 09, 2009 (Datamonitor via COMTEX) —

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These trends have created an opportunity for contact centers to utilize social networking websites to improve customer service at a low cost, by integrating Web 2.0 technologies with other communication technologies.

The new meaning of ‘multichannel contact center’

This is a site to support the collection and disemination of information relating to organisation change in search of the ++ organisation, positive customers and positive staff.
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