Big Talking Shop

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’

Good article by Charlene Li author of groundswell
Highlights the use of communities to drive sales and tracking the positive increase on NPS
http://blog.altimetergroup.com/2009/01/charles-schwab-on-building-customer-relationships-with-net-promoter.html

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.
Welcome additional posts of information and comments