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Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous Or Smart Use of Social Media for your Contact Center

By michaelpace on November 15, 2012 When I am speaking or consulting regarding Social Media Customer Support or Social Business, a few of my favorite questions that I almost always receive are: Who should own social media in a company? Should we be on Twitter, Facebook, LinkedIn, YouTube, blogs, and every network? There are so […]

Filed Under: Business Process Management, Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Business Process Management, conferences, Constant Contact, customer service, empowerment, HR, Human Resources, Leadership, learning, people, social business, Social Media, Social Organization

The Power of the Social Business – presentation

By michaelpace on September 5, 2012 Next Wednesday, October 10th, I will be in Miami, FL presenting The Power of the Social Business at the Contact Center Conference – Fall 2012 (Hashtag: #CCCon12). If you are attending as well, here is a sneak peek.  If you are not attending, you should, but if it is […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Social Organization, Uncategorized Tagged With: Altimeter, Business Process Management, Community, Community Management, Community Roundtable, conferences, customer experience, Edelman, Leadership, social business, Social Media, Social Organization

I discovered my Social Media ROI? Or How much is your personal development worth?

By michaelpace on March 30, 2012                             I am not that big of a fan of the term “Social Business”. I love the broader concept of using social tools and networks to more effectively and efficiently achieve business goals. For a more […]

Filed Under: Community, Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, Community Roundtable, conferences, empowerment, Leadership, ROI, social bu, social business, Social Media, Social Organization, The Community Roundtable

How to Set Up a Social Customer Service Team

By michaelpace on January 25, 2012 Again this week I am attending and speaking at a Customer Service / Contact Center conference, and I am seeing lots of talk of companies interested in social media, but very few acting on it.  I can understand the trepidation to jump in, and I am concerned for my […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: conferences, Contact Center Association, customer experience, customer service, Hootsuite, ICMI, IQPC, Leadership, operations, organization, people, ROI, SCRM, slideshare, social business, Social Media, Social Organization, TSIA, TSW

Social Star Wars Saga Episode III: Revenge of the Sith

By michaelpace on November 10, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all of you fantastic nerds. Episode I: The Phantom Menace Episode II: Attack of the Clones I love what I do.  I […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: conferences, episode III, Leadership, marketing, operations, people, revenge of the sith, SCRM, Social Media, star wars, support, TED

Social Star Wars Saga Episode II: Attack of the Clones

By michaelpace on November 9, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all you fantastic nerds. Episode I: The Phantom Menace I was attending the social media track of conference, and went to the […]

Filed Under: Business Process Management, Leadership, People, posts, Social Media, Uncategorized Tagged With: Attack of the Clones, bubble, Business Process Management, clones, conferences, customer service, Episode II, Leadership, social business, Socialnomics, star wars, support

Social Star Wars Saga Episode I: The Phantom Menace

By michaelpace on November 7, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all you fantastic nerds. As I mentioned in my last video post, one of the most popular questions asked of me by […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: conferences, customer experience, customer service, episode I, marketing, operations, phantom menace, Return on Investment, ROI, social business, Social Media, star wars, support

Liar, Liar, Liar!!! … Get Back Witch! I’m Not a Witch, I’m Your Audience

By michaelpace on August 8, 2011 Attend a social media or call/contact center conference lately?  Have you attended a session or class on social media?  Did the distinguished speaker tell you the first step to get into social media was to LISTEN?  Guess what? That person was lying to you. Oh no, they were not […]

Filed Under: Customer Service, Leadership, Social Media, Uncategorized Tagged With: Blog, bubble, Community Roundtable, conferences, customer service, Facebook, Game of Thrones, google, HBO, Leadership, LinkedIn, Listen, Princess Bride, Rachel Happe, social business, Social Media, Technorati, twitter

Straight from the Unicorn’s Mouth

By michaelpace on July 11, 2011 “How do you guys do Social Media Customer Service and do it well?” I might be paraphrasing, but that is probably the most common question that has been asked of me during the past 2 years at Customer Service and Call Center conferences.  In this post, I thought I […]

Filed Under: Community, Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: associate, Community, Community Management, conferences, Constant Contact, Constant Contact Community, content, CTCTHelp, curation, customer experience, customer service, empowerment, Klout, Leadership, people, social business, social influence, Social Media, support, Tiffany & Co., Trust, unicorn, Zappos

Stop operationalizing Social Customer Service (for now)

By michaelpace on May 8, 2011   Audience for this post: Customer Service Leaders, Call Center Leaders, Partners/Vendors, SCRM peeps, Social Media Consultants Not for: People who understand social business, social tools, and practice more than just daily   I love what I do.  I [attempt to] thrill customers who choose “alternative” channels to receive […]

Filed Under: Business Process Management, Customer Service, Leadership, People, Social Media, Uncategorized Tagged With: conferences, customer experience, customer service, Leadership, NECCF, operations, SCRM, social business, Social Media, TED, WFM, Workforce Management

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