---
res:
  bibo_abstract:
  - Since customers first share their problems with a social networking community
    before directly addressing a company, social networking sites such as Facebook,
    Twitter, MySpace or Foursquare will be the interface between customer and company.
    For this reason, it is assumed that social networks will evolve into a common
    communication channel – not only between individuals but also between customers
    and companies. However, social networking has not yet been integrated into customer
    interaction management (CIM) tools. In general, a CIM application is used by the
    agents in a contact centre while communicating with the customers. Such systems
    handle communication across multiple different channels, such as e-mail, telephone,
    Instant Messaging, letter etc. What we do now is to integrate social networking
    into CIM applications by adding another communication channel. This allows the
    company to follow general trends in customer opinions on the Internet, but also
    record two-sided communication for customer service management and the company’s
    response will be delivered through the customer’s preferred social networking
    site.@eng
  bibo_authorlist:
  - foaf_Person:
      foaf_givenName: Michaela
      foaf_name: Geierhos, Michaela
      foaf_surname: Geierhos
      foaf_workInfoHomepage: http://www.librecat.org/personId=42496
    orcid: 0000-0002-8180-5606
  bibo_doi: 10.4304/jait.2.4.222-233
  bibo_issue: '4'
  bibo_volume: 2
  dct_date: 2011^xs_gYear
  dct_isPartOf:
  - http://id.crossref.org/issn/17982340
  dct_language: eng
  dct_publisher: Engineering and Technology Publishing (ETPub)@
  dct_subject:
  - Social Media Business Integration
  - Multichannel Customer Interaction Management
  - Contact Centre Application Support
  dct_title: 'Customer Interaction 2.0: Adopting Social Media as Customer Service
    Channel@'
...