Inside the Quality-First Contact Center

Social Awareness

A lot of people in our field are repeating the same social media content. That's OK. The problem is the people who aren't.

Topics: Social Media Customer Service

How General Motors Built a Great Social Media Program

This month I had a rare opportunity to see General Motors' customer care operation in Detroit. GM has won awards for customer care (I saw them hanging on the wall) and from what I could see the praise is well deserved.

Topics: Social Media Customer Service