I recently got in touch with former classmates about our reunion, the catalyst for interest has centered around Facebook. Despite those phone calls that come and go, we are now more engaged with each other by the use of snippets of daily life. I add just a brief comment followed by a flood of responses. Long are the days of one to one communication. Now, it’s one to many (yeah, I know this is nothing new). What’s new is the way this is changing for businesses customer service.

Call center technology such as predictive dialing are in decline. The call center for the future is avid Internet users with the ability to communicate to many customers at once. Imagine the five customers having the same problem and getting resolution within minutes. Without a phone call or wait. This is happening as I type away. The point here is social portal technology provides, I hope, better customer service if business continues to grasp its return on investment.

This means the call center staff of the future will be less in size and smarter. I’m currently engaged in research on B2B social media, some are doing it and most are not. More to come.

http://abcnews.go.com/

You’ll have to sit through a commercial!