Thursday, January 26, 2012

ITExpo - How Smartphones and Social Media are Re-shaping Call Centers

Got one more panel to tell you about for next week's ITExpo in sunny Miami. This is the third panel I'll be moderating, and it should be a lot of fun. As consumers, most of us can vouch for less-than-perfect contact center experiences, and our expectations sure are changing with smartphones and social media. Whether you're in the contact center space or just a frustrated customer, you really should come out to our session.

Joining me will be fellow Torontonian, Shai Berger of Fonolo, along with Rick McFarland of Voice4Net and Tina Valdez from TeleTech. We'll be presenting on Wednesday at 1:30, and you can find us in Room B210. Our session is part of the CE track - Customer Engagement - and you can read all the details here. See you there!


Radiostyrd Helikopter said...

I am not very sure about e-marketing concept. But it is true that social media and smartphones help to improve call centers strategies.

Beto – english phone chat lines said...

Sometimes it could really be frustrating for us callers to listen through all the menus before we could talk to a representative. I think it is a good idea to involve social media and smartphones to help improve call centers' approach.