Social media isn't about you; it's about everything around you. As you consider how your customers want to communicate with you, social media is something that can't be ignored.
But what should your strategy be? Is social media “just another channel”?
What kind of a plan makes sense for your contact centre and for your customers?
Join Interactive Intelligence experts as they share their insight and research results about:
* What foundation you need to have in place before adding social media as a communication channel;
* What metrics matter in social media;
* How customer service can flourish in social communities;
* Who inside your organisation should own it;
* Why simply monitoring social media mentions falls short; and
* What technology is available that will help you succeed.
The complementary Web event will conclude with an extensive live Q&A session.
Date: Thursday, 28 July 2011
Time: 11:30am EDT
Topic: The impact on the multichannel contact centre and your customers
Featured presenters: Ian Jacobs, Senior Analyst, Customer Interaction, Ovum; Kate Leggett, Senior Analyst, Forrester Research; Joe Staples, CMO, ININ
Register: here
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