All in Contact Center
Is Making the CFPB’s Consumer Complaint Database More "Open" Good Or Bad?
Realistically it’s also impossible to control what people say online about companies. Just type the name of any large company into the Google search engine followed by the word “sucks” and you’ll see what I mean.
Better Org Charts Will Improve Government Agency Transparency and Accountability
Making sure that a meaningful org chart is available, precisely because it is a public statement about responsibility, might just be one of the simplest and most direct methods we have for promoting government program transparency and accountability.
I found Going overboard with Social CRM by Gartner’s Michael Maoz to be a discouraging read.
Two Simple Organizing Models for Communication Program Planning
Sometimes I need to be whacked on the side of the head to keep things simple.
Maddie Grant’s recent comment about everyone in an organization having responsibility for “community management” is a good one:
How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?
In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations: