In this episode, Matt Neigh turns the tables on Phil Gerbyshak and initiates the conversation about social collaboration specifically to the IT department.
Some items they discussed include:
- Does the fact that you have a specialty (a subject matter expert) change your game and make customers push back?
- How does social collaboration change the support game?
- How can you, if at all, socially collaborate with external customers?
Pay special attention to this: Phil also made some statements that scared Matt—and might scare you—about the near elimination of Tier 0 and Tier 1 incidents.
27 minute video: Social Collaboration Specific to IT Watch the video embedded above, or if you can’t see it, visit social collaboration specific to IT on YouTube.