There is a lot of confusion about what Social Media is, and where it is heading. Is it a fad or a trend?
How your Centre interfaces with Social Media is a strategic rather than an Operational decision and involves much more than deciding whether to have your CSRs available on Twitter or not.
Social Media is a strategy, not an application
Please join your senior Call Centre peers for a breakfast seminar about Social Media as a Communications Strategy on Tuesday, March 23rd 2010. This is not a workshop about how to use FaceBook.
Whether you're a Social Media skeptic or a supporter, totally new or a top-notch Twitterer, attend this session to learn:- the real definition of 'Social Media'
- why and when would you even consider using it in your Contact Centre
- 2010 research on how Contact Centres are using Social
- what your customers want and expect from your company re: social media access, and how you can find out
- after you open the door to customer access via Social Media, how you can manage these new interactions and
- how to measure the value and ROI of Social Media in your Centre.
There are two great speakers for you. Larry Levi, President of Netlistics Inc. will lead this up-to-the-second look at Social Media. Larry is CPA's go-to person on this topic and he will share examples of Social Media uses other than for Marketing or recruitment.
Bob Morgan of Altivon will talk about technology that will help Call Centres to accept, route and manage this new form of customer communication.