Contact Center Solutions Featured Article

New Event Collocated with ITEXPO in Los Angeles Focuses on Integrating Social Media Technologies with Traditional Call Center Capabilities for Improved Sales, Customer Service

Norwalk, CT, July 1, 2010 - TMC today announced the launch of Social CRM Expo, taking place October 4-6, 2010, and collocated with its ITEXPO in Los Angeles, California. Social CRM, or customer relationship management, describes the evolution of sales and customer service in the new world of blogs, Facebook, Twitter and other services.

Social CRM Expo is designed to help enterprises, outsourced teleservices firms, in-house contact centers, and service providers successfully incorporate social media applications into theirorganizations. Attendees will also learn how the social media channel helps traditional contact centers, help desks, customer service centers and marketing departments obtain a wider range of customer feedback, and improve their communications with customers.

"Social media has created a vital channel for companies to engage with customers, by creating new opportunities to listen, track and follow all of the positive and negative comments that buyers say about their company and their products" said Rich Tehrani, CEO and group editor-in-chief of TMC. "We've designed a new event at ITEXPO that digs deeply into the opportunities, technology issues and training requirements which will help companies get the most out of social media."

"Using social media companies can not only measure and monitor their customer satisfaction in real-time, they can actively participate in the dialog happening every day which shapes their brand perceptions and ultimately sales and satisfaction levels in the market," added Tehrani.

Sessions at Social CRM Expo detail how online customer care teams are using Twitter and other forms of social media to get customers help anytime, anywhere, via any device. Other sessions identify the risks associated with empowering employees to communicate openly, in written form.

Experienced speakers will cover the best practices for responding quickly and effectively, with protocols and statements that accurately reflect the organizations' branding, policies and positions.

TMC editors who built the conference sessions for Social CRM Expo carefully selected speakers who can present strategies for integrating social media with traditional call center technologies.

Attendees can evaluate monitoring and tracking practices that connect comments, issues, complaints and suggestions, in a manner that helps companies make sense of what is being said.  They will discover methods for mining data from social channels that can be used to create dynamic customer profiles.

Additional topics covered at the Expo include:

--Why The Social Channel?

--Social Channel Applications

--Social Challenges

--Integrating Social With Other Channels

--Enabling At-Home Agents

--Automating Customer Interactions

--IP Contact Centers Done Right!

--Hosted Contact Center Solutions -- Delivering Unified Communications

--Virtualizing Your Contact Center

--The Work at Home Model for Customer Contacts: Strategies and Best Practices

Attendance at Social CRM Expo provides access to the most innovative exhibitors, products and services. It offers an ideal, face-to-face networking opportunity with hundreds of like-minded attendees who face similar challenges, and seek the same solutions.

Exhibiting, advertising and branding opportunities are still available, and interested parties should contact Joe Fabiano.

Registration for Social CRM Expo is now open. Members of the media can reserve media credentials by contacting Todd Keefe at For Immediate Release PR.

About TMC:
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. ContactCenterSolutions, TMC's Web site, is the leading source of news and articles for the communications and technology industries. ContactCenterSolutions is read by two million unique visitors each month on average worldwide, according to Webtrends. ContactCenterSolutions has ranked within the top 3,500 in Quantcast's Top U.S. sites, placing ContactCenterSolutions in the nation's top .03% most visited Web sites. In addition, TMC produces ITEXPO, Social CRM Expo; 4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). TMC serves other communications market segments with the Cloud Communications Summit (in conjunction with Light and Electric); CVx ChannelVision Expo (in conjunction with Beka Publishing); and MSPWorld™ (in conjunction with the MSP Alliance).

TMC also serves technology professionals with industry-specific Web sites: InfoTech Spotlight, 4GWE, M2M Evolution, Smart-Grid.ContactCenterSolutions.com, Smart Products Ecosystem, Robotics.ContactCenterSolutions.com, Cable.ContactCenterSolutions.com, Satellite Spotlight, Green.ContactCenterSolutions.com, Healthcare.ContactCenterSolutions.com, and Education.ContactCenterSolutions.com.

TMC Contact
For Immediate Release PR
Todd Keefe, 617-262-1968 x 101
[email protected]