05 Mar '13, 4pm

Is It Time to Sign the Death Warrant of the Telco Call Center?

Is It Time to Sign the Death Warrant of the Telco Call Center?

Call centers are a huge drain on resource for telecommunications providers. Management can be a bureaucratic nightmare, costs can be extremely high and hard to plan for, and many are now outsourced to the developing world, often causing customer dissatisfaction. So what’s the answer? It’s time for telecoms to wake up to the power of social media. In all of its varied forms. Social is interwoven into the DNA of modern smartphones but social media to date has not been ingrained into operators. In fact, mobile operators are often dangerously illiterate when it comes to social media. It is shocking that for the majority of telecoms their social strategy does not go beyond a Facebook page or Twitter handle. In fact, despite social CRM being one of the hottest topics in telecoms and a plethora of transformation of projects being undertaken by them, over 70% of spending is still ...

Full article: http://www.wirelessweek.com/news/2013/03/it-time-sign-dea...

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mrbrown.com: Screen time

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biggby.com 10 Mar '13, 7pm

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