My links of the week (weekly)


  • “It was easy for a call center agent at British Sky Broadcasting (BSkyB) to feel lost in the crowd. The London-based satellite television, broadband and telephone company has about 15,000 in-house and outsourced agents deployed globally across many contact centers. It could be an isolating experience for some, and many of them felt frustrated when no one on their team knew the answer to a difficult question.”

    tags: social_enterprise case_study

  • “Using Yammer external networks as the foundation of an extranet for customer outreach, vendor management and/or partner collaboration makes too much sense not to catch on. Above and beyond the characteristics of the traditional extranet, Yammer’s external networks also are:
    Intuitive and easy to adopt
    Interactive and social
    Accessible and mobile-friendly
    Governance-ready”

    tags: social_enterprise microsoft yammer

Posted from Diigo. The rest of my favorite links are here.

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