FREE WEBINAR: Building a Multi-Channel Contact Center in the Era of Social Networking
Thursday, August 13, 2009, 2:00 PM ET / 11:00AM PT

The explosive growth of social networking is forcing enterprises to change how they interact with their customers, prospects, partners and investors. The telephone remains the primary communication tool between businesses and their customers. However, as Generation Y"ers and Millennials (people born between 1977 and 1997) take their rightful place as leading consumers, they are showing a preference for communication channels such as SMS, chat and email. Video is also slowly making inroads and social networks and communities are threatening to alter many hard-won contact center best practices. Enterprises must keep up with changing channel preferences or risk having customers defect to companies that "get it.

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