Social Media in the Call Center

Given its rapid adoption and massive usage, social media is clearly not a fad, but rather a social evolution - with profound business and call center applications.  Social media offers new - and significant - channels for marketing, customer service, and contact center work.  Although specific social media offerings may wax and wane over time, the overall trajectory of social media is growth, sustainability, and opportunity.  The key applications mentioned that are worthy of consideration include Facebook, Linked-In, MySpace, Twitter, Flickr, Second Life, YouTube, and iTunes, along with blogging and podcasting. 

Incorporate Social Media and Unified Communications in the Contact Center

The New Frontier: Your Call Center as a Social Media Outpost

Musings from the 2009 ATA Convention

Managing Your Customer's Customer Relationships

Using the Internet for Lead Generation and Lead Tracking

Customer Service in the Web 2.0 World

The Impending "Do Not Market" Threat

Also see the Internet section.