Social Media and the Contact Center for Dummies (Wiley)

One of the biggest challenges for organizations today is managing the flow of information about their brands, products, and services that occurs in social media channels, including microblogs (such as Twitter), social networking sites (such as Facebook), blogs, and online forums.

More than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, don’t like. With the introduction of each new media channel, the landscape changes, often dramatically, and organizations need to adjust quickly to stay ahead of the curve. To help achieve that goal, organizations now adopt formal processes that structure how their contact centers organize, distribute, and analyze the information they collect from many channels.

Avaya is the industry leader in worldwide business communication systems and market share leader in contact centers. We felt it was important for us to provide you with the tools you need to structure your contact center’s process and effectively collect, organize, and distribute social media information within your organization. The result being faster turnaround on customer complaints, and increased responsiveness to customer needs.

So I embarked on creating my 2nd book which is now available called Social Media and the Contact Center for Dummies, to help you to grasp the opportunities and challenges of working within the new social media market landscape. This book describes the commercial tools, as well as some free ones, that organizations use to manage the massive stream of information they collect from the various social media channels.

If you would like a free copy of the book please fill out click here so you too can discover the possibilities that social media can provide to create an outstanding adjunct to your existing customer service efforts!

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