How Social Media Connects with Call Centers
June 09, 2011
By Chris DiMarco
, TMCnet Managing Editor
At this point it’s become abundantly clear that social media isn’t some just a passing trend teenagers use to hit on each other. It’s a valuable asset and tool for collecting important information on your customers and addressing it more proactively. Twitter, Facebook, LinkedIn, YouTube (News - Alert) and other social media solutions offer an opportunity for increased customer visibility and allow you to connect with other businesses and organizations. Social media use is not likely to be curtailed any time soon which means now’s the time to get your call or contact center in gear with its best uses.
This Wednesday, June 15th, at 2:00PM EST, call center software provider Contactual (News - Alert) will be hosting a webinar designed to get at the heart of what social media can do for your customer service operation. Listeners will be treated to professional insight from call center expert who have successful implemented social media strategies in the call center space.
The Webinar will discuss Important trends in multichannel and social media customer interaction methods, how social media is impacting customer experience optimization efforts, how organizations are leveraging multichannel interaction to better service their customers, and the benefits of an integrated approach to managing the proliferation of customer interaction touch points.
The webinar will feature marketing lead Wendell Black from Contactual. Black was previously Vice President for Contact Center Anywhere by Oracle (News - Alert). For 4 years prior he was President of Worldwide Sales and Marketing for Telephony@Work. In 1999, Wendell joined IVR and speech recognition provider Periphonics to manage sales and sales engineering roles in the Americas. His deep knowledge of the call center space makes him uniquely qualified to discuss implementation strategies.
Dan York is Director of Conversations at Voxeo Corporation heading up the company's communication through new/social media including blogs, video, Twitter and Facebook (News - Alert). Previously, Dan served in Voxeo's Office of the CTO focused on analyzing/evaluating emerging technology, participating in industry standards bodies and addressing VoIP security issues.
Interested parties can register: here.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.
Edited by Rich Steeves