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 […]
1 Social Business Post – 3 Feet – 3 Boobs
By michaelpace on July 25, 2012 What the hell happened last Friday in the social business world? Did the planets align to erase the business brains of people at the customer facing keyboards of 3 disparate companies? Alien hackers took over twitter and customer relationship accounts? Or did 3 companies just get lazy while working […]
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, […]
20 minutes is too long for Twitter Customer Service
By michaelpace on December 20, 2011 Recently, I read an interesting post from Simply Measured about @HyattConcierge Twitter Customer Service metrics. The article started the brain flywheel spinning with thoughts on what do customers see as acceptable and superior service levels. Which tweets or social posts should be replied to? How quickly should […]
The Best Twitter Advice I Ever Received
By michaelpace on September 12, 2011 For the past couple years, much of the chatter and content on/in social networks has been about authenticity, trust, and not being “all about you”. I am a big promoter of this philosophy, and truly believe this type of open content is the cream that will rise to the […]
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 […]