What is the role of social media and how does this compare to the call centre? I was intrigued to hear, although not surprised, that one very large UK supermarket had only a two person team. This is a multi billion dollar organisation had over 18 million consumers with over 1 million fans/followers and they only have 2 people focused on social internally, really?!
Getting to the point
So what is my point then? Simple . . .
. . . Why are organisations so afraid to invest in social and why have I picked on call centres as an example?