A recent survey was conducted on social media and the impact on the traditional call center. You can review the results at:
http://www.justcareers.com/PressReleases/SocialMediaSurveyResults-TraditionalCallCenter.pptx
· What does the data suggest?
· How should we be preparing for the social media revolution?
· Can our company establish a real ROI with social media and the call center?
· I manage call centers, now what?
Social media is being driven by "generational change"! Understanding what makes this generation tick is critical and how customers want to be communicated with.
Millenial's are confident, team oriented, strong achievers, optimistic, highly moral, and first generation born with internet/web and cellular telephony. The mobile phone is the primary means of communications and prefer on demand connectivity!
Millenial's are entering the workforce and it is the Millennial are driving change and make a significant part of the economic landscape for consumer spending.
I welcome comments to this post.
Chad