Smart Call #23 — Does your contact centre need a Facebook pro?
July 9th, 2008This week’s episode of SmartCall features Darren Sharp, a Senior Researcher with the Smart Services Co-operative and Swinburne University.
Darren explains how consumers are using social networks like Facebook to research the goods and services they want to buy. They are also using social networks to learn about the customer service their chosen providers offer.
That puts the spotlight on customer service like never before, which leads Darren to suggest that contact centres might need to hire someone to become a part of social networks.
And of course we also chat to Dr. Catriona Wallace from callcentres.net, who comments on whether or not contact centre recruiters have a hard job.
On this week’s show:
- Catriona Wallace analyses the weeek’s news
- Darren Sharp, a Senior Researcher with the Smart Services Co-operative, explores Web 2.0 customer service
In other news, SmartCall has become the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site.
