Social Media and Contact Centers - a New Way of Listening

Although you can't tell from their website, the Exony folks have been keeping me busy lately, and the fruits of that will start coming next month. Hey, that's a day away, isn't it? I seem to have missed summer - time sure zooms, and before you know it, I'll be in Austin at TMC's ITExpo. More on that next week, and if you're going, please come to my sessions!

So, I've been doing a fair bit of ongoing research about the impact of social media on the contact center, and my latest set of insights was posted today. This is the third instalment in a series I've been writing from my research, and one more piece is in the works now.

My focus here is how social media requires contact centers to listen in new ways, both literally and between the lines. Aside from being new, social media has many nuances, and it's not enough to just take every tweet or IM at face value. This type of content may often be sparse and brief, but much like body language, it's often laden with unspoken meaning - and that's what makes it social.

Enough preamble - it's time to go straight to the article on Exony's website. Give it a read, close your eyes, reflect, and share your thoughts! And then, like a good social media acolyte, re-tweet this to 10,000 of your closest friends.