In my previous blog post, I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center ...
In my last blog, Social Communities—Hey, Get Your Own!, I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities—when used together—create a more ...
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share ...

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