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Some of my thoughts on embracing Social Media in contact centers

My article "Integrating Social Media in a call center" on ICMI.COM, November 2010

"People reaching you through Social Media are the customers of the new breed: they have an active online life, they built their own communities, they are focused on relationships and they want these relationships to be two-way and long-lasting. So it is your chance to make your brand a part of these relationships that no longer end when putting down the phone."