The panel discusses how enterprises can integrate the voice of the customer beyond traditional call centers to enhance employee engagement and drive growth. Key topics include the transition from call centers to contact centers, methods of sharing and utilizing customer feedback, and the role of social media in customer engagement. Panelists share insights on effectively capturing and leveraging customer insights for future improvements.

1. Integrating the Voice of the Customer beyond the Call Center Radian6 Social 2011Friday, April 8th10:45 am – 11:45 amPacific A

2. What is this panel about?Front line leaders shed light on how enterprises are harnessing the power of getting the voice of the customer closer to every employee and how this feedback fuels enterprise growth. ModeratorNigelOrfei, Director of Customer ServicesRadian6@nigelorfei

3. Who are our panelists?Mitch Lieberman,Vice President of MarketingSword Ciboodle@mjayliebsDr. Natalie Petouhoff, Chief Strategist, Digital Media, Social Media and ROIWeber Shandwick@drnatalieKevin Cole, SVP, Social Media Strategy and CapabilitiesBank of America@kevintcole

4. What are the big topics?How are we moving from “Call” center to “Contact” center?Who's getting the information where does it really need to go and how?What’s the difference between Sharing the voice of the customer and Integrating that voice?How do you use social media to come up with ways to engage customers? What and where does this customer voice impact?How are we using this information? How should be using it and what does the future hold?