Virtual Call Center

On June 15, leaders from Contactual and Voxeo (News - Alert) will conduct a webinar to discuss the effect that social media is having on the customer relationship management (CRM) and contact center industries. As social media grows to pervade so many consumer lives, businesses have to take definitive stance on how to leverage the brewing power of the customer that lies latent in the far-reaching arms of the social networking realm.

Contact centers and call centers in particular have a lot to learn when it comes to leveraging social media to get a better grip on customer management. The webinar on June 15 at 2:00 p.m. ET will bring Wendell Black from Contactual (News - Alert) and Dan York from Voxeo together to discuss the opportunities that currently await for the contact center regarding social media.

York is currently the director of conversations for Voxeo, and brings over 20 years of experience to the field. He heads up Voxeo’s communication through social media including Facebook (News - Alert), Twitter, blogs, and video. As the VP of worldwide sales and marketing at Contactual, Black brings significant amounts of experience to the table having previously worked for Oracle, Periphonics, and Aspect (News - Alert) Communications.

By exploring how important trends in multichannel and social media customer interaction methods impact customer service, York and Black will offer up idea that will be primarily useful to executives, directors, and managers who will hear about how to leverage social media to improve the customer experience, and increase contact center productivity as a whole.

Integrating social media and customer interaction touch points can benefit businesses in ways perhaps some of them have not considered, and the two thought leaders in Wednesday’s webinar will detail how companies can best take advantage of the latest developments in the social networking market.

Click here to register for the webinar.

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Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jennifer Russell