TheSocialCustomer.com has issued entitled “Rethinking Customer Service: The Call Center as Information Hub.” I contribute a section about new roles for Customer Service Reps (CSRs) in support of Conversational Commerce. But I am joined by John Burton, Director of Product Management at SAP; Tristan Bishop, Senior Manager of Digital Strategy at Symantec; Dr. Natalie Pentouhof, Chief Strategist for Social Media, Digital Communications and Measurement at Weber Shandwick; and long-time industry maven Barry Dalton (who joined me and Cisco’s John Hernandez for a very interesting Webcast on this subject).

Emily Yellin, who moderated the Webcast, lays the foundation for an informative set of essays. One of her core observations is, “Companies are finally starting to realize that customer service creates unique opportunities to make their products and services better, their customers, happier, and their bottom lines healthier.” This is a very important first step toward creating the sort of engagement model that promotes better interactions between and among companies, their customers and their prospects.

The document has viewpoints from articulate representatives from several disciplines, spanning CRM, public relations, customer care and customer advocacy. It is well worth the read.

Categories: Articles

Tags: Contact Centers, Social CRM, CRM, VRM, conversational commerce