Iran Effect: Can Twitter Kill the Call Center Industry as We Know It?

What does public unrest in Iran have to do with the call/contact center as we know it? The events unfolding right now are the first massive validation of using Twitter as a complaint response tool when all other avenues are unavailable. This test of social media has captured the attention of governments, and the corporations worldwide. Quest is closing call centers due to efficiencies gained via implementing Twitter as a customer service platfor, the City of San Francisco is using Twitter to cut down volume of calls to its' 311 service, and there are several more examples. Is Twitter another toll in the customer service toolbox or a real game changer?

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http://callcntrguru.wordpress.com/2009/06/19/iran-effect-can-twitter-kill-the-call-center-industry-as-we-know-it-2/