Due to today’s rapidly evolving digital environment, the traditional contact center model is changing, because both the business behind it and the customers in front of it are changing. Indeed, predictions for the future of the call center include increased focus on the customer experience, omnichannel contact, mobile customer care, migration to the cloud, and more.
So where can you go for the latest in call center industry news, trends, solutions, research, events, and discussions? Twitter is one solution. With roughly one billion registered users, Twitter can be an invaluable resource for discovering what contact center industry analysts, experts, bloggers/writers, publications, advocates, and vendors are discussing.
The following is our list of the 25 most influential call center Twitter profiles to follow:
Blair Pleasant (@blairplez):
“Unified communications & collaboration and contact center industry analyst & consultant, fan of social software. Beatles freak, mom, wine lover.”
Follow Blair Pleasant at https://twitter.com/blairplez
Call Centre Helper (@callcentrehelp):
“Call Centre Helper is the UK’s most popular call centre magazine. We love contact centres.”
Follow Call Centre Helper at https://twitter.com/callcentrehelp
CMSWire.com (@cmswire):
“Leading online magazine covering customer experience, social business and info management — by Simpler Media Group.”
Follow CMSWire.com at https://twitter.com/cmswire
ContactCentres (@contactcentres):
“Dedicated to the UK’s Contact Centre Industry.”
Follow ContactCentres at https://twitter.com/contactcentres
CRM (@CRM):
“CRM magazine, covering the CRM industry, 140 characters at a time.”
Follow CRM at https://twitter.com/CRM
Dan Miller (@dnm54):
“Analyst/Thought Leader on Conversational Commerce or customer care, self-service and assisted service, promoting trust, transparency, convenience & security.”
Follow Dan Miller at https://twitter.com/dnm54
David Myron (@dmyron):
“Editorial Director of @CRM @SmartCustServ @SpeechTech; Conference Program Director of @CRMevolution @SpeechTEK @CSE_Con; husband, father, eagle scout.”
Follow David Myron at https://twitter.com/dmyron
Donna Fluss (@dfluss):
“Donna Fluss is the founder and President of DMG Consulting LLC, a provider of contact center and analytics research, market analysis and consulting.”
Follow Donna Fluss at https://twitter.com/dfluss
Forrester Research (@forrester):
“Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.”
Follow Forrester Research at https://twitter.com/forrester
Frost & Sullivan (@Frost_Sullivan):
“Growth Partnership Company.”
Follow Frost & Sullivan at https://twitter.com/Frost_Sullivan
Gerry McGovern (@gerrymcgovern):
“Website top tasks management consulting for large organizations.”
Follow Gerry McGovern at https://twitter.com/gerrymcgovern
Greg Levin (@greg_levin):
“Employee Engagement & Customer Experience writer & humorist. Also author of dark comic fiction. (Author website: http://www.greglevin.com ).”
Follow Greg Levin at https://twitter.com/greg_levin
Gregory Piatetsky (@kdnuggets):
“KDnuggets Editor, Analytics/Big Data/Data Mining/Data Science expert, KDD & SIGKDD co-founder, former Chief Scientist at 2 startups, part-time philosopher.”
Follow Gregory Piatetsky at https://twitter.com/kdnuggets
ICMI (@CallCenterICMI):
“ICMI makes contact centers better! We empower contact centers & leaders with innovative advice, info & training. Deliver great customer service!”
Follow ICMI at https://twitter.com/CallCenterICMI
IQPC (@IQPC):
“Conferences, summits, workshops, held all over the globe for industry leaders.”
Follow IQPC at https://twitter.com/IQPC
Jon Arnold (@arnoldjon):
“Independent industry analyst – focus on tech/telecom/VoIP and Smart Grid.”
Follow Jon Arnold at https://twitter.com/arnoldjon
Jonty Pearce (@JontyPearce):
“Editor of Call Centre Helper, the UK’s most popular contact centre magazine.”
Follow Jonty Pearce at https://twitter.com/jontypearce
Keith Dawson (@keithdawson):
“Contact center analyst. All opinions are my own.”
Follow Keith Dawson at https://twitter.com/keithdawson
Myra Golden (@MyraGolden):
“Author. Customer Experience Keynote Speaker. Book lover. Hobbyist Photographer. I blog about Customer Experience at http://www.MyraGolden.wordpress.com .”
Follow Myra Golden at https://twitter.com/MyraGolden
Ovum Telecoms (@OvumTelecoms):
“Ovum Telecoms provides the insight needed to navigate through the continual transformations of the telecoms industry.”
Follow Ovum Telecoms at https://twitter.com/OvumTelecoms
Sheila McGee-Smith (@McGeeSmith):
“Contact center/enterprise communications industry analyst. NYC born and bred, concrete jungle where dreams are made of. http://www.linkedin.com/in/mcgeesmith.”
Follow Sheila McGee-Smith at https://twitter.com/McGeeSmith
Sheri Greenhaus (@srgreenhaus):
“Managing Partner, CRMXchange, portal for CRM and Contact Center Information and http://ecrmevents.com for live virtual events.”
Follow Sheri Greenhaus at https://twitter.com/srgreenhaus
SmartData Collective (@SmartDataCo):
“Expert writers on analytics, BI and big data brought to you by the folks at Social Media Today.com.”
Follow SmartData Collective at https://twitter.com/SmartDataCo
Speech Tech Magazine (@SpeechTech):
“Your source for info on speech technology and voice recognition. From the editors of Speech Technology Magazine and organizers of the SpeechTEK conference.”
Follow Speech Tech Magazine at https://twitter.com/SpeechTech
Susan Hash (@susanhash):
“Editor of Contact Center Pipeline, a monthly journal focused on the specific needs and challenges of contact center management.”
Follow Susan Hash at https://twitter.com/susanhash
The above list reflects a fraction of influential Twitter profiles in the call center industry. Who’s missing from our list? Who would you add to yours? We’d love to hear your feedback in the comments section below or on our Twitter, Facebook, Google+, or LinkedIn pages.
The post 25 Influential Call Center Twitter Profiles to Follow appeared first on CallMiner.