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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

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 […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: Altimeter, Constant Contact, customer experience, customer service, google, Hootsuite, ICMI, Jeremiah Owyang, Leadership, marketing, people, social, social business, Social Media, Socialnomics, support, tweetchat

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