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Does social belong in the CC cmo invitation apr2012
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Does social belong in the CC cmo invitation apr2012


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  • 1. Does Social Media belong in the ContactCenter?Andrew MaherDigital Interaction Strategist
  • 2. This session is for you if, You‘ve begun interacting with clients in social settings and are looking for better methods to manage it You‘re active in social media but have held back from actively engaging customers Your customer care may be handling social media today but struggle to manage the process You’re ready to tackle this new media challenge and get to real customer issues You’re in the need of an effective customer service through Facebook and Twitter© 2012 Avaya Inc. All rights reserved. #avayasm 2
  • 3. Who is Avaya? Avaya is the leading innovator in customer interactions Avaya is the market leader in customer care centers solutions since the 1980s Avaya has been working with clients to manage new media including social media with all other customer interaction channels© 2012 Avaya Inc. All rights reserved. #avayasm 3
  • 4. WE KNOWCUSTOMER SERVICEDELIVERY© 2012 Avaya Inc. All rights reserved. #avayasm 4
  • 5. Introducing – Andrew MaherAndrew Maher is a 20 year veteran of thecustomer experience arena. For over 17years he has been working with Avaya’sclients across the globe.He is an award winning leader and speaker inthe area of new media, its role withinenterprises and their interactions withcustomers. When consulting with clientsAndrew describes himself as a B2B2Cfocused, his concern is of his customer’scustomers. As a certified social mediastrategist he is addressing the CxOs ofFortune 100s to develop with them the needsof this up and coming interaction channel.Andrew is based in Frankfurt, Germany.He can most easily be found on Twitter@serviceplease20 where he talks about theEnterprise 2.0, Digital Customer Service andwhat a Social Business really is.© 2012 Avaya Inc. All rights reserved. #avayasm 5
  • 6. Agenda Top learnings from integrating social media with your business What does an integrated social customer service look like? Lessons learned from integrating social media in a customer care environment What new KPIs might be needed in measuring social customer service? What can Avaya do?© 2012 Avaya Inc. All rights reserved. #avayasm 6
  • 7. More information Andrew Maher Managing Principal @serviceplease20 Find all his social presences at: Andrew Maher is a Customer Service Guru and a Certified Social Media Strategist from the Palo Alto, CA based Social Media Academy. He has written & spoken on social customer service, digital media & the transformation to businesses it requires.© 2012 Avaya Inc. All rights reserved. #avayasm 7