As my research around this unfolded, more themes kept popping up, and now I've got way more to analyze than initially expected. I was thinking about doing 1 or 2 posts, but I now have 4 or 5 in the works, so this posting is really just an opener to put some issues out there for consideration.
Of course, contact centers aren't alone - everyone is making it up as they go, trying to figure out whether social media is a game-changer or a bad idea/colossal time waster. I'm still on the fence, but that will change over the course of my next few posts.
Being a work in progress, everyone has an opinion about social media, and I'd love to hear your thoughts on what it means to you on the contact center front.