Reza Rad

Dave Evans   VP of Social Strategy, Lithium As you step inside any contact center or meet with any support manager, there is always one common theme: staffing. It is no secret that social has completely changed the way companies staff support teams. Understanding how social has upended certain hiring practices while reinforcing others is essential to recruiting and staffing your social teams. An Organization of Experts Many organizations are still building a social customer response team by handpicking or selectively hiring social agents with experience in a traditional call center (often their own). It is important to recognize that   social   is not a channel   and therefore, companies must look across the entire organization of   experts   as potential points of customer engagement. In practical terms, that means any employee is potentially an   agent.   That is really hard for some companies to grasp. On a similar note, brands shou...

BY  PETER ECONOMY    @BIZZWRITER Practice creativity to find the success you desire -- in life and in business. One of the measures of a truly successful individual is how innovative he or she is. Likewise, the creativity it takes to be truly innovative is what separates successful businesses from the rest. Creativity can accelerate a company's profits and growth beyond that of its less-innovative competitors. The added benefit is that the creativity and the resulting innovation are unique to the creator--the individual or company that came up with the idea. Why rely on old ideas and innovations? Why not encourage creativity with new ideas--beginning with your own? The good news is that, believe it or not,  anyone  can be creative. For some, it may take a little more practice than for others, but it is still achievable. Start with these inspiring things very creative people do everyday and give yourself a chance to find your own creative, innovat...

All of the companies, surrender of their size, are trying to make themselves different with their services. It means that all of the companies invest big money on their customer service to have better customer retention rate. The main value advantage! I called to many customer services for getting my results, and it was interesting that I found them on the same way. None of them when they were searching for something to cover my need, didn't speak with me! It means that during their research and process, I was in the silence! Why is it wrong? When a customer calls to a customer service, it means something disturbs him/her, and he/she needs to have some special care. Always we know that a good customer is really a huge asset to the companies, but unfortunately most of times we forget how to do that. A customer who comes to us with a problem, it means something is wrong and first of all after telling nice sentences such as "how may I help you today?", he/she needs to se...