Contact Center Conference Fall 2011

Is your organization considering providing customer service over social media networks or looking for a new way to really exceed your customer's expectations? This session will help you understand how to put the foundational pieces together to start supporting your customers through social media networks. We will provide guidance for setting up your strategy and objectives, how to leverage... [read more]

Is your organization considering providing customer service over social media networks or looking for a new way to really exceed your customer's expectations? This session will help you understand how to put the foundational pieces together to start supporting your customers through social media networks. We will provide guidance for setting up your strategy and objectives, how to leverage free/low cost solutions and systems to get started, how to hire or set up your agents, how to measure and how to really exceed your customer's expectations over these new channels. We will discuss a variety of social media networks including Twitter, Facebook, Blogs, LinkedIn and YouTube. FCR (First Contact Resolution) is not enough. It only covers a portion of your service interactions. This case study from Constant Contact will show how maximizing all of your support channels to drive First Preferred Contact Solution Resolution greatly increases your customer satisfaction and sharply reduces your operational costs.

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