“Says Who? Understanding the Role of Influence in the Social Contact Center…”
Thursday April 19, 2012 2:00 PM ET / 11:00 AM PT

Social Listening, Social CRM and engaging consumers in social media have been primarily focused on inbound aggregation of multiple media and community sources. But in today’s high volume social contact center, how does one identify the influencers relevant and specific to the enterprise for effective outbound campaigns? How do you know if you are engaging the optimal influencers in the most expedient and efficient manner possible? How do you track and maintain the highest possible response and satisfaction rates?

Attend this Webinar on April 19th and you will hear from service, strategy, and social experts who will explore the reasons why Social CRM need not be a tough nut to crack for most enterprises.

What Will Attendees Learn:
  • Why it’s important to collect a wide variety of metrics about online and live interactions
  • Why social influence goes far beyond how many “followers” or “Likes” you have
  • Why the enterprise needs more tools to fully unleash the power of social media

Who Should Attend:
  • Chief Customer and Customer Experience Officers
  • Chief Marketing Officers
  • Chief Listeners and Community Managers
  • Customer Service and Satisfaction VPs

Joseph Katz
Chief Marketing Officer, Hold-Free Networks

Joseph Katz has held almost every job in the contact center business. In his 15 years in the industry, Katz has held positions in Business Development, Solutions Sales, Product Management, & Marketing. At MCI/Verizon Business, Katz supported the Outsourcing, Consulting, and Vendor Alliance areas of the business. He was also instrumental in the launch of the first Web-based contact center in a carrier’s network as well as the launch of one of the very first IP Toll Free offerings. Katz co-founded Hold-Free Networks in 2009.

Lance Fried
Chief Executive Officer, Hold-Free Networkss

Lance Fried has been a thought leader in the contact center market since 1998 and a business entrepreneur since birth. Prior to becoming CEO of Hold-Free Networks, Fried held executive positions at Telephony@Work, Syntellect, and MCI/Verizon Business. He also previously founded, secured funding, developed, and facilitated exits for two startups. Fried’s formal education includes an Economics degree from Columbia University and an MBA from the University of Michigan. Fried co-founded Hold-Free Networks in 2009.

Malcolm Bohm
President & Chief Executive Officer, LiquidGrids

Malcolm Bohm is a recognized expert in Life Sciences. In the industry since 1993, Malcolm served in increasingly senior positions at major pharmaceutical companies including Astra, Pfizer, and Novartis. Malcolm has also founded and led two Health IT companies. In 2010, Malcolm established LiquidGrids to develop a sophisticated platform focused on converging healthcare and social media to facilitate large scale connection and engagement of healthcare consumers.

Stefanie Mosca
Managing Editor, TMCnet

Stefanie Mosca is a Managing Editor for TMCnet, with a particular focus in wireless technologies as well as mobile and IP communications. She holds a master’s degree in journalism from Quinnipiac University and a bachelor’s degree in communication from the University of New Haven.