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KEYNOTE SPEAKER: Bob Furniss

Social Media for Contact Centers: Reaching Customers on Their Terms

Social Media seems to be everywhere!  Twitter, Facebook, Blogs, Digg, LinkedIn, MySpace, Ning. Everyone is either talking about it or writing about it. If you are a more than a little confused, don't miss our keynote speaker.  Sure, you could ask your kids to show you the ropes but what you really need is to know how it affects you and your contact or support center.  You will learn:

  • The basics – where to find them, how to join into the conversation and what are the trends for the future.
  • How a single customer can tell more than 300,000 people about a poor experience in your center with one stroke on the keyboard.
  • How each of the top three social media sites are different and how you need a strategy for each one.
  • How the lesser-know sites are also important in the strategies.
  • When you MUST act to protect the your brand – and how some of the leading companies in America are leading the way.
  • How new technology will allow you to open the new customer channel that is already there – and why you cannot ignore it any longer.

Raving Fans: What People are Saying About Bob

"I attended your session entitled, "Leading the Way: Beyond Just Managing", and, I have to tell you, it was one of the best seminars I ever attended! I am really grateful to you for all the great information you sent me home with."– Dawn Hardy, Quality Assurance Team, Mishawaka Customer Response Center
 

"Thanks Bob - Great session...  I like hearing the stories and reading advice as well as the very practical suggestions - as opposed to just the theory." -Peter Gilbert, Rim

"He made me laugh, he made me cry - but most importantly he made me think about what I needed to do to be a better manager - and a better person!"-Lisa Bougner, Concerto Software Corporation

more on Bob Furniss and Touchpoint Associates: http://www.bobfurniss.com/

As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience assisting organizations to increase productivity and profits by bringing out the best in their people. Drawing on his experience working with companies like BellSouth, FedEx and Delta Airlines, his view of customer service and front-line leadership enables him to deliver presentations that leave a lasting impact. Author of two books, the newest which was co-authored with Stephen Covey, he has shared his experience in the areas of leadership and service with some of the top companies in America - companies like Corporate Express, DePaul University, Hanley Wood and more.

Sponsored by:

INX

Avaya

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People.Fit.Perfectly

 

Lunch Sponsor:

Event Staffing by:

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 210 Barton Springs, Suite 400 Austin, TX  78704     Phone: 512.322.5648     Fax: 512.478.8819     Main Email: info@austincontactcenter.org