By michaelpace on October 15, 2012 Recently, I participated in an live Google+ debate hosted by Software Advice that asked, “Will Technology Kill the Call Center?” The research firm basically wanted to investigate trends in consumer contact channel utilization, technology and the impact of these trends on the future call center. The event featured a […]
Visual Service can be Proactive Customer Service
By michaelpace on August 8, 2012 We are living in a visual world, and I am visual girl (ummm guy). Even back then Madonna knew the importance of how visual we are as human beings. Whether it was provocative videos, suggestive stage acts, or pointy cone-shaped bras, she understands the impact of using “visual aids” […]
Putting Social Media in Context or Don’t Hate the Tool, Hate the Carpenter
By michaelpace on February 20, 2012 They say frustration is the mother of invention. This post is rooted in frustration. My frustration lies with smart social strategists and users consistently doing the following: Making social media the objective Consistently bashing one social media tool versus another, whether it’s Google +, Pinterest, Twitter, Facebook, MySpace, Path, […]
Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave
By michaelpace on August 19, 2011 Ok, show of hands (and be honest, I can see you through your webcam), does your company provide social customer service through your actual customer service department? Or does Marketing handle it; or some other department or combo? During a webinar hosted by Jeremiah Owyang (a must follow) earlier […]
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 […]
Shocker: Great Customer Service is not for everyone
By michaelpace on July 18, 2011 Great Customer service is not for everyone. There I said it. My fellow customer service leaders may hate me for saying it, but it is true. After reading a great post on B.L. Ochman’s blog “Google’s missing link: customer service. It has none.”, we began engaging in a conversation […]