Contact Center Solutions Featured Article

Web Event to Address Social Media's Role in the Multichannel Contact Center

July 22, 2011

Research and Markets recently announced the addition of the "The Contact Center in a Profit-Centric Service Organization: Shoring Up the Foundation of Service Delivery" report to its offering.


Contact center-based interactions are at the heart of the service and support economy. A large number of requests come directly to the contact center and call volumes have increased close to ten percent over the past five years. Effective resolution of issues has become crucial to the lifeblood of the contact center.

But what role does the social media play in this equation? How can an organization use social media wisely? What kind of plan will work best for you and your contact center?

Join the experts on Thursday, July 28th, at 11:30 a.m. EST for a premium industry web event, “Social Media: The impact on the Multichannel Contact Center and Your Customers,” hosted by Interactive Intelligence.

Participants will share their insight and research results about a range of social media topics, including: metrics, customer service, monitoring, and technology.

Joe Staples, Chief Marketing Officer, Interactive Intelligence, will be joined by Ian Jacobs, Senior Analyst, Customer Interaction, Ovum; and Kate Leggett, Senior Analyst, Forrester Research, as presenters.

This complimentary Web event will conclude with an extensive live Q&A session.

For more information or to register, please visit the registration page.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


John Lahtinen is Community Development Editor for ContactCenterSolutions. He has more than 15 years of combined professional and educational experience involving news, education, and marketing. John holds a master's degree in journalism from the S.I. Newhouse School of Public Communications at Syracuse University and a bachelor's degree in English from the State University of New York at Plattsburgh. To read more of his articles, please visit his columnist page.

Edited by John Lahtinen



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