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How are you using Twitter in your contact center?
Has your contact center caught on to this idea of using Twitter? How do you think that Twitter has affected the contact center industry? How are you utilizing it?
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I used to work on the corporate side within the telco sector and we used Twitter to provide customer information on: service outages, product updates, general customer notifications, providing links and useful info for queries, stock availability, store locations etc.
I've now moved to agency-side, and set up a number of resources related to the use of social media within customer services which you may find helpful:
List of companies using Twitter to provide customer service: http://twitter.com/#!/guy1067/twittercustomerservice/members
Squidoo lens - lots of links to social customer care info:
http://www.squidoo.com/socialmediacustomerservice
Hope this helps.
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