Unified Self-Service

Want to learn about how you can prepare your contact center for working with social media? Would you like to know more about the trends happening in the industry?

In about 24 hours, on Wednesday, June 15, 2011, at 2pm US Eastern time, I will be joining with Wendell Black from Contactual to discuss these changes and solutions in a free webinar:

Preparing Your Contact Center for the Rise of Social Media

It is free to join the session.

Here is the session abstract:

Social Media’s impacts to traditional methods of providing customer service cannot be ignored. More and more individuals are turning to Twitter, Facebook, LinkedIn, YouTube and similar forums to connect with businesses and organizations and this trend shows no signs of abating. In this session you will learn how to navigate the new world of the connected and sophisticated customer.

What Attendees Will Learn:

• Important trends in multichannel and social media customer interaction methods
• How social media is impacting customer experience optimization efforts
• How organizations are leveraging multichannel interaction to better service their customers
• Benefits of an integrated approach to managing the proliferation of customer interaction touch points
• Important steps organizations can take now to prepare for these new communication mediums
• A glimpse into the future of customer contact as social media gains mainstream prominence

I’m looking forward to joining our partner Contactual in giving this session… and am looking forward to answering the questions attendees have as well.

Again, it’s free to register and there will be time for questions at the end. We’d love to have you join us!

Want to learn about how to integrate social channels into your existing customer interaction channels?

On Thursday, April 28, 2011, I will be part of a panel webinar put on by CRM Magazine on the topic of:

Integrate Social Media Into Your Customer Channels, Now!

The event happens live at 2pm US Eastern, 11:00am US Pacific. It will also be recorded and you can view the recording later.

You can register for free over on the DestinationCRM site.

The abstract of the session is below… there will be plenty of time at the end to ask questions – it should be an interesting and educational session that will provide a couple of different viewpoints on how to integration social channels into your existing environment.

Here’s the abstract:

With the popularity of social media and mobile devices, it’s in an organization’s best interest to interact with customers on their preferred communication channels. To be successful, organizations must deliver a consistently high level of customer service across all communication channels – even the new ones. This requires integration with traditional interaction channels so that social conversations become a natural extension of the contact center. It also requires multi-channel analytics that foster actionable insight. Fortunately, new solutions are available to do all of this.

Watch this social media roundtable of experts and learn:

• How to monitor social conversations and find out who is talking, what they are saying, and where these conversations are taking place.
• Ways to listen to social conversations and provide appropriate automated responses.
• Strategies to integrate social channels with traditional channels (e.g., speech-enabled IVR, click-to-call, and text messaging).
• How real-time, cross-channel analytics can improve your understanding of customer behavior, identify areas for improvement, and enhance customer experiences.
• How to create unified routing/SLA/prioritization for social conversations that are deemed important enough to act on.