Will Social Media Replace Contact Centers with Advocacy Centers?

Last night I had an interesting conversation with Frank Eliason (aka comcastcares) via Twitter.

This all started because Shel Isreal asked a question many are asking right now: Do brands belong on Twitter? I think this is an interesting question – which primarily goes to weather or not the “community” will accept brands on Twitter. That being said I think the answer is already baked in. They are already on Twitter – and for the most part – Twitterers seem happy to have them there.

The more interesting question is – as I put it in my exchange with Shel Israel last night:

the question isn’t should they be here -but how do u scale beyond single person and maintain effect & persona…

This was the stimulus for my conversation with Frank Eliason

more after the jump…

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