By michaelpace on December 19, 2012 Before I let my crazy cousin Pacefucious make any predictions for 2013, we need to hold him accountable for his previous Confucius-like prophecies. Complete, wild guess predictions and thoughts by my cousin Pacefucious about the trends in Customer Service for 2012. Note: The practice of adding “in bed” may […]
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 […]
Social’s First Real Customer Service Centric Platform? Product Review: Social Dynamx
By michaelpace on May 13, 2012 “No social enterprise transformation strategy can succeed unless Customer Service plays a central role.” said Michael Maoz, Vice President and Distinguished Analyst for Customer Strategies research at Gartner. “Current structures are inadequate. The challenge for senior management is to engineer the necessary processes and technology changes that will allow […]
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 […]
Customer Service Fortune Cookies for 2012
By michaelpace on January 3, 2012 Complete, wild guess predictions and thoughts by my cousin Pacefucious about the trends in Customer Service for 2012. Note: The practice of adding “in bed” may or may not work with the following fortunes. Pacefucious say: “Transactional social customer service is like making out with pretty cousin” I hope […]
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 […]
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 […]
Is your Social Media strategy RACI?
By michaelpace on May 10, 2011 I just did a Google search on the phrase “Who owns social media within organizations,” and was returned 3,160,000 results. Now I doubt there are more than 3 million different ways or opinions for a company to organize around social media, but it is obviously a hot topic. I […]