Our Social Times – Social Media Agency, Social Media Training

presents

Webinar

Webinar: 10 Lessons That Social Can Learn From Traditional Customer Service

3 April 2014


Programme

3-4 PM GMT
10-11 AM EST

Intro
Speakers
Event Partners
  • 10 Lessons that Social Can Learn From Traditional Customer Service

    In this fascinating webinar, featuring Carolyn Blunt, co-author of Delivering Effective Social Customer Service, we’ll explore the key lessons that social customer service can learn from traditional customer service.

    For decades customer service has been provided through contact centres using traditional methods such as voice, email and, more recently, web-chat. Social customer service may be new and exciting, but it’s still heavily dependent on existing practices and experience – from CLI recognition to Last Agent Routing, social still has a lot to learn. 

    Join our panel of experts as we explore ten of the most valuable lessons that social needs to learn from traditional customer service.

    Listen to Recording

    Thursday 3rd April 2014

    3 – 4pm GMT

    10 – 11am EST

    TWEET ALONG:
    #socialcs14

    carolyn-blunt

    Carolyn Blunt
    Author & Strategy Consultant
    Delivering Effective Social Customer Service (Wiley, 2013)

    @CarolynBlunt

    Luke Porter

    Luke Porter
    Sentiment
    Head of Social Customer Service

    @smetrics

    Peter Gale

    Peter Gale
    Data Base Factory
    UK Manager

    @DataBaseFactory

    Luke BW

    Luke Brynley-Jones
    Our Social Times
    Founder

    @lbrynleyjones

    Event Partners
  • Carolyn Blunt
    Real Results Training
    Managing Director
    @CarolynBlunt

    carolyn-blunt

    Carolyn Blunt is founder of Real Results Training Consultancy and has worked in the contact centre industry since 2001.  Carolyn and her team have expertly trained over 7,000 people in communication skills, customer service and contact centre leadership.  In addition to designing engaging training solutions for clients, Carolyn is co-author of ‘Delivering Effective Social Customer Service.'

    Luke Porter
    Sentiment
    Head of Social Customer Service
    @smetrics

    Luke has worked in multi-channel contact management and social media solutions for over a decade, primarily within the UK contact centre sector. He is passionate about new call centre technology and the delivery of excellent multi-channel customer service. Luke is currently working with Sentiment to help develop and position their social media engagement platform for the contact centre space.

    Peter Gale
    Data Base Factory
    UK Manager
    @DataBaseFactory

    Peter has over 15 years’ experience in the outsourced sector and has sat on the DMA Contact Centre and Telemarketing Council since 2003, helping to champion best practice across the contact centre industry. Peter is also the UK manager of Data Base Factory, a pan-European contact centre group.

    Luke Brynley-Jones
    Our Social Times
    CEO
    @lbrynleyjones

    Luke Brynley-Jones

    • Luke is the Founder & CEO of Our Social Times, one of the UK’s best known social media agencies, whose clients include The Telegraph Media Group, Orange Business Services, Blue Square and BAT. Having worked with global brands, celebrities, start-ups and SMEs, Luke speaks with wit and insight about how social media is changing the world of business.
  • Gold sponsors


    Silver sponsors


    Exhibitors

    • A UK-based social media agency helping clients to maximise the benefits of social media and minimise the risks. We also run high-value conferences, webinars and courses.

    • Engaging with customers is core to any business strategy and to its continued success. The Sentiment platform gives you the tools you need to engage with customers via social media on a personal level and on a global scale.