The buzz around Social CRM and the related types of media has got me thinking about good old call centers again – in the vein that sometimes a disruptive technology can shed new light on an old one. So, specifically I’ve been considering that while Social Media Monitoring tools helps you tune out the noise, are you listening to the silence in your call center? How much of your talk time is actually spent talking to customers?
Social Media Analytics is all about measuring the conversations out there; frequency, volume, sentiment, media, network of participants etc etc. There are many factors you can measure, and the most difficult part is probably tuning into the right signal and cutting out the noise. But what about the opposite, what about silence?