I’d like to share a personal example of social communication to support my blog on why Social communications is the new Black and unified communications is dead. Salesforce.com acquired Model Metrics late last year. Nearly overnight the company went from a boutique 150-person firm to an 8,000-person software company. A move like that can be … read the whole post
Is Unified Communication Dead?
By: | July 19, 2012 | (1) Comment
Unified Communications is dead; it’s now Social Communications. Unified Communication solved a very complex problem, how to bring all your communication channels into to one easy to service. There are 2 BIG things Unified Communications is missing, social and context. Issue #1: Social It has been said “Facebook put people on the web”. Before Facebook … read the whole post
Three Best Practices to Overcome the Hurdles of Making Your Customer Support Center Social
By: | May 9, 2012 | Leave a comment
It amazes me that 70% of companies still ignore what their customers are saying on Twitter. However, I also know firsthand that call center executives do not want social activity monitoring to lead to more tickets or cases in their tracking systems. Making your call center social doesn’t have to be hard. One of the main tenants … read the whole post
Using Customer Service as a Differentiator
By: | October 18, 2011 | (1) Comment
As the Service Cloud practice lead at Model Metrics, I tend to take a more critical look at a company’s service and support process when I’m a customer. My recent attempt to purchase home Internet service left me scratching my head. I started out the company’s website as usual. After finding a special online only deal, … read the whole post
Your Customers Are Social, Why Isn’t Your Enterprise?
By: | July 5, 2011 | Leave a comment
According to Marc Benioff, CEO of Salesforce.com there are 3 steps to becoming a social enterprise: #1 Connect to public social networks #2 Create a private social network #3 Make your enterprise applications social The social enterprise only works if you adopt all 3 steps, without that you will continue to have communication gaps. … read the whole post
Maybe We’re Not So Forgiving… The Proof Is In The Numbers
By: | June 15, 2011 | Leave a comment
If you get into a confrontation or disagreement with a family member in most cases you’re willing to forgive and forget. The same cannot be said for our relationships with our brands. It’s funny how we’re less likely to forgive brands or individuals representing a brand even though our interaction with them will be short and … read the whole post
Gaming the Call Center
By: | April 19, 2011 | Leave a comment
Creating energy in a call center has always been a challenge. Of course you can give extra incentives for certain KPI’s, but oftentimes those incentives result in only a temporary upswing in agent motivation and performance, and may even have adverse effects. What if we looked at the entire idea of incentives differently? What if … read the whole post
Word of Clout
By: | April 4, 2011 | Leave a comment
What is clout? The term has been around for a long time and while the definition hasn’t changed, the meaning of clout has changed dramatically. In 2004, if I had a bad experience in a restaurant and wanted to vent I would – in this order – call the manager, mention it to friends in … read the whole post