Preparing Your Contact Center for the
Rise of Social Media

Wednesday, June, 15, 2011 2:00 PM ET/ 11:00 AM PT

Social Media’s impacts to traditional methods of providing customer service cannot be ignored. More and more individuals are turning to Twitter, Facebook, LinkedIn, YouTube and similar forums to connect with businesses and organizations and this trend shows no signs of abating. In this session you will learn how to navigate the new world of the connected and sophisticated customer.

    What Attendees Will Learn:
  • 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
  • Benefits of an integrated approach to managing the proliferation of customer interaction touch points
  • Important steps organizations can take now to prepare for these new communication mediums
  • A glimpse into the future of customer contact as social media gains mainstream prominence
    Who should attend?
    Executives, Directors and Managers responsible for:
  • Improving the customer experience
  • Customer interaction management
  • Contact center operations and management


Wendell Black
Vice President of Worldwide Sales & Marketing

Wendell Black leads all domestic and international sales and marketing initiatives for Contactual. Prior to Contactual, Wendell was Vice President, Contact Center Anywhere for Oracle. For the 4 years prior to Oracle he was President, Worldwide Sales and Marketing for Telephony@Work the original developer of the Contact Center Anywhere solution. In 1999, Wendell joined IVR and speech recognition provider Periphonics to manage sales and sales engineering roles in the Americas. With the acquisition of Periphonics by Nortel in 2000, that role progressively expanded to include other contact center products in Nortel's portfolio. Wendell's experience also includes 10 years with Aspect Communications and 8 years with Lanier/Harris.


Dan York
Director of Conversations

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. 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. Outside of Voxeo, Dan serves as Chair of the global Voice Over IP Security Alliance (VOIPSA) and is active within the security community. Prior to Voxeo, he worked in the Office of the CTO and in product management for Mitel Networks. Since the mid-1980's Dan has been working with online communication technologies and helping businesses and organizations understand how to use and participate in those new media. A dynamic and engaging speaker, Dan frequently presents at conferences, has authored multiple books on communications, Linux and networking and has written numerous articles in print and online. His writing can be found at and



Chris DiMarco
Web Editor, TMC

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst.

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Telephony Automation: Automating the On and Off Boarding Process
Date & Time
Date & Time
Wednesday, June, 15, 2011
2:00 PM ET/ 11:00 AM PT
60 Minutes
Your Desktop