So Business Management kindly asked me to write a few words on what I believe should be the first step towards socially enabling the enterprise and contact centre – since this is the place that connects business process to the enterprise in the most holistic way – I considered using social search to give the tools to the agents to enable them to deliver the results that the customer wants.
Extract – “Information automatically harvested from email, wikis, blogs, micro blogs and forums provide a far more holistic solution to expertise transparency in the tacit knowledge world.”
Also available – Feeling Anti-Social – Five Reasons to Reconsider
Submitted by Darren Gallagher (@dgallagh)