I read an interesting blog post last week about the use of Twitter (and other social media) for customer service. The post conveyed an often thought yet frequently unspoken notion that many see social media just as a duplication of existing customer service with little incremental benefit. Many still see it as a necessary evil [...]

Question – Where do people usually focus their attention when talking about customer service? Answer – Call/contact centers. Question – What percentage of customer service is provided via call/contact centers? Answer – It depends. In some markets it may be close to 100% yet in others it may be under 10%. In some cases a [...]