Customer satisfaction is important in any organization but the main criteria is to achieve and maintain it. Customer satisfaction can be achieved when any organization gives importance to service. But, the key question is how to retain quality service? To know more about quality service, please follow John Tschohl (Founder and President, Service Quality Institute, Minneapolis)’s article link: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/828/Default.aspx

Tom Christenson, President of Contact Center Solutions, CGS (a global provider of technology-enabled business solutions), talks about why and how social media can be used with call centers to improve customer services.