"In his book, Gladwell describes 'agents of change' like the Connectors who are the people who 'link us up with the world”. He characterizes these individuals as having social networks of over one hundred people. And the Mavens who are 'information specialists', or 'people we rely upon to connect us with new information.' They accumulate knowledge, especially about the marketplace, and know how to share it with others. So in effect the Contact Center Manager acts as the Social Agent of Change, more specifically in the role as the “Connector” linking up the worlds social requests to the best qualified Agent who then plays the role of the “Maven” or information specialist."
Tuesday, 3 November 2009
Buzz Marketing for Technology: