Social sites transform call centers

06/18/2009 | InfoWorld

Call centers are getting a revamp as companies ponder how social-media tools can enhance the customer-service experience. Companies engaging customers on social networks inevitably deal with complaints and service issues. "When done properly, social-network-based customer-service interactions drive increased intimacy between company and customer," said one analyst. The issue is, how to provide such services on a larger scale.

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