1. A method comprising: receiving a call from a caller; establishing from the call an identity of the caller; retrieving a social network context associated with the identity of the caller; identifying a topic of the call; retrieving customer relationship information pertaining to a previous interaction with the caller; determining an importance score for the call by assigning respective weights to the social network context, the topic, and the customer relationship information, a proportional distribution of the respective weights being based on one of resource availability, a call type, or a call time; and providing a level of customer service to the caller based on the importance score.
1. A method comprising: receiving a call from a caller; establishing from the call an identity of the caller; retrieving a social network context associated with the identity of the caller; identifying a topic of the call; retrieving customer relationship information pertaining to a previous interaction with the caller; determining an importance score for the call by assigning respective weights to the social network context, the topic, and the customer relationship information, a proportional distribution of the respective weights being based on one of resource availability, a call type, or a call time; and providing a level of customer service to the caller based on the importance score. 9. The method of claim 1 , wherein the level of customer service comprises one of agent queue selection, agent selection, offered communication modalities, or customer follow-up.