Service desks must exploit social media platforms, says Ovum
Posted by Rachel Fielding in Customer experience, Social CRM, Technology on Thu, 01/12/2011 - 01:19
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Restricting employee access to social networks is an outdated mentality and could lead companies to miss out on the potential benefits that they offer to business, a new study from Ovum has found.
The analyst says service desks should exploit social media platforms such as Twitter and Facebook as their exponential growth has led employees to expect the same level of convenient and effective communication from within the world of work, including communication with their IT department.
In a research note, the analyst says: “IT departments are finding themselves reacting to this demand. As organisations welcome more of Generation Y into their staff, there is an expectation that such methods of communication will be available to them.”
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