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 or to become one of the social media followers of the brand. 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!
Can’t wait to read it.
Thanks Joel – stop by my office and I will give you a copy
[…] need to get their ears on (by implementing a social media platform (like Radian6 or Visible Technologies), listen to online conversations and score behavior, so […]
Hello Paul,
Is it possibble for me to get a copy as I am in Amsterdam?
Thanks!
I will have a eBook version coming out in the next week or 2
check back with me then
[…] To read the original post, click http://pauldunay.com/social-media-and-the-contact-center-for-dummies-wiley/ […]
Great book Paul, I am writing about it in the latest issue of Customer Interaction Solutions magazine.
Thanks Rich – please send or post a link to this blog so others can see it!
I enjoyed reading your blog ~ thanks for posting such awesome content.
Hi. I tried to download the book but the link didn’t work. I’d love to read it. Can you send me a direct link?
Thanks in advance.
Jodi Palmer
Marketing Manager
Infinity Contact
@Jodi – sorry you are having problems – will send you a hard copy!
I too cannot get the download link to download, even though I registered on the Avaya site. Would you send the pdf file? Thanks in advance.
@Gloria – check your inbox – sorry about that I am having trouble with the download site – anyone else having a problem can just leave me a comment and I will send it to you the old fashioned way (via email) 🙂
Hi. I tried to download the book but the link didn’t work. Can you send me a pdf?
Thanks.
[…] In addition to speaking on the subject, he's written three books: Facebook Marketing for Dummies, Social Media and Contact Center for Dummies, and Facebook Advertising for […]
Hi, is the ebook for the social media in contact center is available as I would like to have a copy. We are currently trying to deploy it in our facilities. Thanks Khaled Ahmed
Mr. Dunay, I’d love to get a copy of your book for review on our blog. If you’re interested, please drop me an email.
Best, Alyson Stone, Manager of Customer Programs & Publications, Assistly, Inc.
Hi, the link say’s that the book isn’t available anymore.
I’d realy love to read it, any possibility?
Hi, would also love to get a copy of the book, even happy to pay for it!
Hi Paul,
Really interesting, should be adventage with my job. Can I get a copy of your e-book version ?
Thanks
Excellent. Where can I download this?