August 30, 2011

Social Media and the Contact Center for Dummies

Social media is transforming the landscape of communications at a never-before-seen pace. Individuals are embracing this new channel and expecting to have a consistent experience with every company. This book shows you how to easily integrate social media into any large or small enterprise to improve the customer experience, increase productivity, and simplify communications. By doing these three things alone, you can grow the size of your business audience. With this book, you find out the basics of using social media to streamline communications into your contact center, how to become a leader in your industry by embracing this new channel, the benefits of using listening technologies to find and respond to social media inquiries, and so much more! Along the way, you come to realize the full communications potential of social media.

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Again, the "for Dummies" series is always a great hit. Further, since it's downloaded, you still don't even have to admit that you're reading it by carrying around that trademark yellow and black book!

This is yet another excellent edition. The book does a great job of examining the impact of social media and how it can be used to your great advantage in providing a superior customer interaction experience.

A great book. Dummies or not, we can all learn something from it. If you're really interested in the subject, I'd check out There's a lot that corroborates the content of the book plus a few angles on the topic that I haven't seen elsewhere.

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