Call Center Week 2014
Become a Social Business
Workshop
June 10, 2014 | Las Vegas, NV
h"p://stratuscontactsolu/ons.com	
  
BECOME A SOCIAL BUSINESS
15th Annual Call Center Week Conference & Expo
June 10 | Man...
h"p://stratuscontactsolu/ons.com	
  
Stratus Contact Solutions
Improving Sales Effectiveness and Customer Experience
We pro...
h"p://stratuscontactsolu/ons.com	
  
Workshop Details
Workshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G
“Become a Soc...
h"p://stratuscontactsolu/ons.com	
  
Key Takeaways
5 Takeaways to Anticipate
1.  What is social listening? Why should the ...
h"p://stratuscontactsolu/ons.com	
  
Workshop Agenda
h"p://stratuscontactsolu/ons.com	
  
Mike Lewis
Social Media Leadership
Author “Social Media Leadership”, 30 year telecom ...
h"p://stratuscontactsolu/ons.com	
  
Dennis Stoutenburgh
Social Media Customer Engagement
What is social customer service?...
h"p://stratuscontactsolu/ons.com	
  
Jim Iyoob
Social Media Center of Excellence
An overview and step by step process to l...
h"p://stratuscontactsolu/ons.com	
  
Schedule an appointment
Stratus representatives will be at booth 58 through out
Call ...
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Call Center Week | Become a Social Business

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Become a Social Business” Workshop
The workshop is for leaders in customer service who need to shift from using social as a function to incorporating it as a business-wide strategy. Social media and customer service experts will lead attendees through interactive presentation, relevant client-based case studies and best practices.

So you bought Oracle Social or Salesforce? Now what?

You already know having the best technology means very little without the right people. And just launching a Facebook page for a junior employee to manage updates and respond to comments when they can is not a real strategy. Social only becomes valuable when applied across the organization to improve your connection with customers, prospects and employees.

“Becoming a Social Business” will be the most beneficial workshop you can attend this year if you are 1) managing a center 2) are interacting with customers in anyway online. We’ll explain why social technologies and processes are important in building valuable relationships both inside and outside of the organization. Register for workshop G, or visit booth 58 throughout Call Center Week to learn more.

5 Takeaways to Anticipate
1. What is social listening? Why should the call center care?
2. What are leading strategies for inbound social customer service?
3. How can social become a proactive channel for outbound sales?
4. What are the policies should you consider?
5. What are the training method for social media representatives?

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Call Center Week | Become a Social Business

  1. 1. Call Center Week 2014 Become a Social Business Workshop June 10, 2014 | Las Vegas, NV
  2. 2. h"p://stratuscontactsolu/ons.com   BECOME A SOCIAL BUSINESS 15th Annual Call Center Week Conference & Expo June 10 | Mandalay Bay Resort & Casino, Las Vegas, NV
  3. 3. h"p://stratuscontactsolu/ons.com   Stratus Contact Solutions Improving Sales Effectiveness and Customer Experience We provide one-to-one customer engagement solutions through our multi-channel contact center that incorporates social media, chat, email and traditional call center services. This multichannel capability provided by Stratus offers customers the ability to maximize their ROI through various programs encompassing sales and lead generation to customer service and retention. Stratus, a division of ILD Corp, provides companies direct and cost effective solutions to meet and exceed customer expectations by incorporating social listening, sentiment, multi-channel techniques and data analytics into traditional outsourced sales and customer service.
  4. 4. h"p://stratuscontactsolu/ons.com   Workshop Details Workshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G “Become a Social Business” The workshop is for leaders in customer service who need to shift from using social as a function to incorporating it as a business-wide strategy.  Social media and customer service experts will lead attendees through interactive presentation, relevant client-based case studies and best practices.
  5. 5. h"p://stratuscontactsolu/ons.com   Key Takeaways 5 Takeaways to Anticipate 1.  What is social listening? Why should the call center care? 2.  What are leading strategies for inbound social customer service? 3.  How can social become a proactive channel for outbound sales? 4.  What are the policies should you consider? 5.  What are the training methods for social media representatives?
  6. 6. h"p://stratuscontactsolu/ons.com   Workshop Agenda
  7. 7. h"p://stratuscontactsolu/ons.com   Mike Lewis Social Media Leadership Author “Social Media Leadership”, 30 year telecom veteran and serial entrepreneur provides overview of Stratus and how new media will impact the growth of your business. Key Takeaways •  Creating new business opportunities •  Contact center & the business mission •  Enterprise ROI model
  8. 8. h"p://stratuscontactsolu/ons.com   Dennis Stoutenburgh Social Media Customer Engagement What is social customer service? What are the best practices? How can social supplement inbound and outbound tactics? Who are the companies / case studies to follow? Key Takeaways •  Social Listening for •  Social media for Inbound / Outbound •  Social media win-back programs
  9. 9. h"p://stratuscontactsolu/ons.com   Jim Iyoob Social Media Center of Excellence An overview and step by step process to launch social media as a functional service in your multi-channel contact center. Key Takeaways •  Social media Reps vs. Call Center Reps •  Training, Process, & Policy •  Launching your first social program
  10. 10. h"p://stratuscontactsolu/ons.com   Schedule an appointment Stratus representatives will be at booth 58 through out Call Center Week 2014. Schedule an appointment •  http://bit.ly/ccw14info •  855-875-CHAT

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