Whatever you think of Best Buy, they have a successful internal community in Blueshirtnation.com. A google search turns up quite a lot of industry praise on those guys. It was even written up the Groundswell book by Forrester.
If you want your bosses to buy, make sure you give them plenty of examples of other companies being successful at it.
For me, the biggest business benefit to the call center is knowledge sharing, but you have to be careful because communities need a critical mass in members to be successful (or a highly dedicated internal resource building content and encouraging participation). Only the biggest call centers could make it self-sustaining. However, another idea might be to launch a peer-to-peer support community and invite your customers in. You can have a private area for employees, but have a larger area where customers can ask support questions. And unlike email, once a question is answered, everyone can use it. Dell, Lenovo, Juniper, Linksys, AT&T, Blackberry all have successful support forums.
On IRC, I use it at work but my frustration is that it has no real history - I've seen the same questions come up time and again. On a forum you can search and find past discussions.
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Whatever you think of Best Buy, they have a successful internal community in Blueshirtnation.com. A google search turns up quite a lot of industry praise on those guys. It was even written up the Groundswell book by Forrester.
If you want your bosses to buy, make sure you give them plenty of examples of other companies being successful at it.
For me, the biggest business benefit to the call center is knowledge sharing, but you have to be careful because communities need a critical mass in members to be successful (or a highly dedicated internal resource building content and encouraging participation). Only the biggest call centers could make it self-sustaining. However, another idea might be to launch a peer-to-peer support community and invite your customers in. You can have a private area for employees, but have a larger area where customers can ask support questions. And unlike email, once a question is answered, everyone can use it. Dell, Lenovo, Juniper, Linksys, AT&T, Blackberry all have successful support forums.
On IRC, I use it at work but my frustration is that it has no real history - I've seen the same questions come up time and again. On a forum you can search and find past discussions.
Disclosure: I work for Lithium Technologies , an online community provider.