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Subject: Re: The Future of the Contact Center
From: "tom.eldri...@googlemail.com" <tom.eldri...@googlemail.com>
To: Social CRM Pioneers <social-crm-pioneers@googlegroups.com>
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Interesting question Jeremiah,

I've always regarded Contact/Call Centres to be at the front line,
putting in the hours when dealing with the public. Now in some
respects social media could be easily applied to the functions within
Contact centres to maintain engagement. However any analysis applied
to the ebb and flow of that engagement would have to sit in another
function area if it is to be tied to the long term digital strategy of
a product or service.

Tom E

http://invisibleinkdigital.com

On Oct 16, 5:04=A0pm, Jeremiah Owyang <owyang.jerem...@gmail.com> wrote:
> So that's a good debate, What does everyone think?
>
> What's the Future of Social Media and Contact Centers Centers?
>
> 1) Should existing support call centers (emphasis on support)
> add social media to their arsenal?
>
> 2) Should a new Social Media Mission Control be created on the side --but
> focus on *more* than support (product,marketing, insights, comm, PR)
>
> 3) Something else....
>
> Give your answer, but please back up why you think it should play out tha=
t
> way?
>
> On Sat, Oct 16, 2010 at 6:49 AM, Mike Spataro <mike.spat...@gmail.com>wro=
te:
>
>
>
>
>
> > Jeremiah,
>
> > Like everyone else, I've seen the big fancy Mission Control social
> > call centers and I just don't buy into them as a long-term concept
> > that will sweep the Global 2000. They are impressive and seem like a
> > "social media now" concept, but brands I'm familiar with that are
> > adding social servicing to their call centers and email operations -
> > FedEx, AMEX, Campbell's, and others to name a few - are more focused
> > on how to integrate a global solution that works hand-in-hand with
> > existing processes, technologies and metrics, rather than create a
> > whole new tech center as this portion of their servicing operation
> > grows in importance. I just don't see them as becoming a standard way
> > of doing business for most brands.
>
> > Mike Spataro
> > Enterprise Strategy
> > Visible Technologies
>
> > On Oct 14, 11:02 am, Jeremiah Owyang <owyang.jerem...@gmail.com>
> > wrote:
> > > Pioneers
>
> > > I'd like to discuss the future of the Contact Center as it starts to
> > > integrate social media. =A0Recently, Gatorade launched their social m=
edia
> > > "Mission Control" in Chicago, a physical space like a call center or =
NOC
> > > that responds to athletes in social media channels.
>
> > > Last week, Manish Mehta the head of social at Dell told us while on s=
tage
> > > that Dell is following suit.
>
> > > I've documented this trend on my lastest blog post, but would first
> > rather
> > > hear from you on what you see happening. Anyone got examples of:
> > > 1) Brands that are adding social media to their existing contact/call
> > > centers?
> > > 2) Any brands that have a physical 'mission control' which is designe=
d to
> > > manage these programs?
> > > 3) Anyone know of any contact centers that offer these services to
> > brands?
> > > (I may have some referrals)
>
> > > --
> > > Jeremiah Owyang
>
> > --
> > This group is for Social CRM Pioneers. =A0Pioneers ask the hard questio=
ns,
> > share lessons learned and contribute best practices.
>
> > For more options, visit this group at
> >http://groups.google.com/group/social-crm-pioneers
>
> --