Social CRM and the Call Center – What’s the Difference?

Paul Greenberg, who gave an interesting keynote at CRM Evolution last week, was nice enough to make hiskeynote slides available to all. I love how open source concepts are everywhere these days.

But looking over these again, an interesting question popped into my head. As Paul’s slides paint a picture around convergence of CRM, the call center (since CRM Evolution is put on in tandem with the SpeeckTek conference), and customer voice, I thought to myself: “What’s the difference?”

I mean, really – in a call center scenario, what are we doing besides having the kinds of “social” engagements that Paul and other next-generation CRM gurus talk about? What better place to have a social strategy than when you’re actuallytalking to your customers, right?