Thanks, Ian. Did the firm see a reduction in call centre queries as a result of the video series?

Thanks for the additional comments and the brand examples from Ken. Are there any examples of how smaller brands are structuring their social service operations?

Thanks for your comments all. The industry still seems divided on the issue of where the call centre sits in an organisation but alongside Martin, Sanyogita and Mark, all are united in the belief that social service staff should be properly trained.

When speaking to professionals recently, the topic of recruiting future staff came up and many commented on the industry’s move away from competency-based interviews, with organisations now focusing on emotional intelligence and recruiting from the likes of their customers.

Do you think this would help organisations better serve their customers’ service requests via social channels?