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Happy Holidays – I got you “How to Measure Social Media ROI”

By michaelpace on November 20, 2013   My friends and family think I am a bit “Grinchy” when it comes to the holidays.  I say “Bah Humbug” to that.  Today, I give you the best present I can possibly give someone working with social media tools and their senior management who want to understand if […]

Filed Under: posts, Social Media, Uncategorized Tagged With: Community, Return on Investment, ROI, Skok, social business, Social Media

Live Google+ Debate: Will Technology Kill the Call Center?

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 […]

Filed Under: Customer Service, posts, Social Media, Social Organization, Uncategorized Tagged With: Ashley Furniss, Community, customer experience, customer service, google, people, ROI, SCRM, social business, Social Media, twitter

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 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

4 Fast Social Customer Service Answers to Big Questions

By michaelpace on October 31, 2011 I am finally settled in after a whirlwind conference tour talking with lots of Contact Center, Technology and Customer Service leaders.  Over the course of the last month, a few common questions kept popping up: Is there positive ROI in Social Customer Service? Who should own Social Media? How […]

Filed Under: Business Process Management, Community, Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: B2B, customer experience, customer service, Leadership, negative comments, Ownership, ROI, social business, Social Media, Social media ownership

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