Customer Service Agent, I don’t need you.

Ok, it’s a provocation. We’ll always need human intervention with complex problems but the aim of this article is to argue about social and self services. I don’t know you but I’ve always thought and seen that 90% of the times people have a problem, they just give a huge relevance to resolution time. That’s [...]

Social Customer Service: is it worth it or not?

Let me explain my personal perspective about this topic cause I see a lot of focus on the importance of providing an innovative customer service program through social media trying to give an alternative to the traditional one provided by “obsolete” contact center. I recently read a really well-done report by Strategic Contact (you can [...]

Social CRM: dunque, ricapitoliamo.

Strano ma vero ma se inserite in Google le parole “Social CRM” e “MQ” o “Magic Quadrant” ad oggi ancora escono per il 90% link ai siti dei vendor che si autoincensano per essere stati inclusi nel report e solo 2 post che provano a commentare i contenuti dell’analisi di Gartner (quello di Emanuele Quintarelli [...]

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