Anana discusses Social-Engagement

with prominent CRM Magazine - Scaling Customer Service for Social-Interactions

Anana Chief Operating Officer, Dave Tidwell, was interviewed at length by 1to1 Magazine for their May 2011 issue. The theme of the interview was scaling Customer Services to handle Social Interactions.  The underlying currency of the interview was the rapidly changing dynamics in consumer behaviour and expectations for how they wish to engage and communicate with the world around them.  A keystone to modern communications channels is social-media, for example, Facebook and Twitter.  Tidwell was interviewed to cast observations on how the Call Centre is gearing to adopt to these changing dynamics, and prepare the front-line Customer Service Representative and the associated Business Processes to meet this new challenge head on.

"I think the Enterprise is talking a lot about social-media, but is still in the process of trying to understand how to engage in Social Media" said Dave Tidwell. He continues "It's not enough for the modern Enterprise to have a Facebook page, or a Twitter account and assume that this alone will satisfy their social-media presence. The Enterprise needs to know what is being said about them in real-time, and to be able to engage in real-time with this communications channel at the front line.  It's important, no, critical for the Enterprise to amplify POSITIVE interactions, and to handle NEGATIVE sentiments BEFORE they escalate to business affecting proportions!  We argue that the front-line resource in the Enterprise Contact Centre is the best place to handle these interactions; and importantly; the only place where the social channel can be integrated cleanly with the other customer communications channels of voice, email, webchat etc"

The original 1to1 Media article is published and can be read here

NOTE :: Anana has fully enabled Social-Engagement on its Genesys based Anana Briefing Centre and it is readily demonstrable at the Enterprise convenience. Please contact Anana to arrange your own briefing/workshop