Featuring: Sheryl Kingstone, Research Director, Yankee Group
Hosted by: George Despinic, Global Contact Center Marketing Manager, Siemens Enterprise Communications
On Demand- Live Date: April 2010
Many companies are investigating ways of using social media networks to improve their image, gain trust, and delight customers by providing proactive customer care. There are numerous pilots being run, without a lot of structure and formality. How do you monitor the 5 billion pieces of content that are being written every week on various social networks? Who's in the best position to monitor all this content and potentially engage people through social networks? How do you report on who said what to whom and when? How do you maintain control over your corporate brand and the image that your marketing department has worked so hard to develop? Since contact centers were designed to meet these challenges, doesn't it make sense to add social media as yet another channel of communication into the contact center?
In this webinar, we make the argument that social media conversations should be handled by your contact center. We give you practical guidelines as to how to set up your contact center to handle social media: from routing to reporting, monitoring to coaching, staffing to training, you'll have everything your company needs to realize the true benefits of social networking.
Sheryl Kingstone, Director Enterprise Research, Yankee Group -Sheryl's research helps business improve sales effectiveness, customer loyalty and acquisition. Specifically, she helps enterprise clients make decisions regarding the use of technology, business process and information to boost sales and optimize top-line business performance. She also assists vendors with custom research projects, messaging and positioning, as well as product road map evaluations. She is a well-known industry analyst in the CRM market, with more than 18 years in the high-technology market. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals and provides notable consulting experience with Fortune 1000 companies. Before joining Yankee Group, she consulted with a number of enterprise software companies in the areas of B2B e-commerce, CRM, e-services and internet infrastructure on company and product positioning, acquisitions and IPO strategies for Blanc & Otus.
George Despinic, Senior Global Marketing Manager, Contact Center Solutions -George recently joined Siemens Enterprise Communications as the Global Marketing Manager for Contact Center Solutions. George has over 21 years experience in the Communications industry with over 14 years focused on the Contact Center.
SIGN IN TO WATCH A RECORDING OF THIS WEBCAST