Event: Customer Service Call Centres and Social Media

I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered,…

Australia Social Network: Customer Service and The Future

Miss me? I’m still in Singapore, teaching Social Media campaigns and how to build branded microcommunities for the Singapore Government. I’ll be back next week. In the meantime, here’s an interview I did with Choice Magazine on the future of social networking: In the future, we will turn to the internet to get a job,…

Social Networks and Australian Reconciliation challenges

Let’s pretend this isn’t groups on Facebook but you’ve just spotted them on member created forums on your own little community. Do your community “spider senses” tingle when you start to see groups with Gary Coleman and Nazi Swastikas all over it? And then -oh dear – you see the group is called… we dont…

McKinsey is annoying me…

Not really social networking. Actually not social networking at all. But it annoyed me. McKinsey recommend overbooking technicians to make them more productive. Let’s forget about all the delayed appointments, missing parts and lost in traffics – things that weren’t straight forward and gosh! most of the technicians that come to my house have to…

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