The world's best thinkers on CRM and customer service
Rethinking Customer Service eBook
The Call Center as Corporate Information Hub
Social media means there are more conversations between customers and companies than ever before. And new technology that monitors and mines customer contacts across many channels means companies can hear their customers voices more clearly than ever before. Now the trick is to understand how these newly expanded opportunities for talking and listening between companies and customers can help companies better understand and meet the needs of their customers, and can make it easier for customers to get help from companies when they need it.
This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place within companies if they are to be vital and nimble in the 21st century.
Contributors include...
Emily Yellin
Emily Yellin is the author of Your Call Is (Not That) Important to Us (Free Press 2009) and Our Mothers’ War (Free Press 2004), and was a longtime contributor to The New York Times. She has also written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications
John Burton
John Burton is a Director of Product Management at SAP, responsible for several areas of CRM including Social CRM and Contact Center Customer Service. John has been involved in contact center and customer service applications since he joined SAP in 1999.
Barry Dalton
Customer service strategy and technology leader with over 22 years of experience designing and implementing loyalty strategy, business processes and technology architecture for Fortune 500 and mid-market companies.
Tristan Bishop
Tristan Bishop is Senior Manager of Digital Strategy at Symantec. Currently, Tristan is driving Social CRM adoption from within the Chief Technology Office. A devoted customer advocate, Tristan is known around the web as “KnowledgeBishop”.
Dan Miller
A thought leader on Recombinant Communications and the founder/analyst at Opus Research, Miller offers strategy consulting on Web services, wireless internet and cool phone apps. At Opus, he has helped to define the Conversational Access Technologies marketplace by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure.
