The Great Equalizer: Twitter Savant Barry Dalton on Social Media in the Call Center

You might call Barry Dalton a "twerson." He is an avid Twitter user, and as the VP of Innovation and Architecture for Telerx he's the social media champion for his call center. In this podcast Dalton talks candidly about Telerx (a BPO owned by Merck), as well as other social media minded call centers.

While many call center executives fear social media, Dalton embraces it. Dalton says social media is the "great equalizer" in the corporate power structure. He believes "social" media gives customer service the opportunity to grab a seat at the corporate strategy table.

So, how do call centers move the core business customer service operations from the end state goal to a means to an end? This includes the creation of value through new products and service-based solutions that exploit all that rich information we gather at the point of customer service interaction.

The tip of the spear for future growth, according to Dalton, is now actionable insights, advisory services and customer engagement through emerging channels such as social customer relationship management (social CRM) and community management. Dalton explains what the buzz phrases actually mean and their relevance, including social crm. Find out about social media and customer service in the Latin American markets in this podcast with Customer Management IQ.

Additionally, Datlon will also be presenting at the upcoming Institute of Mexican Teleservices 1st Global Contact forum taking place March 8-10, 2010, in Mexico City. He will discuss his ideas around flipping the call center business model on its head.