There is no doubt that social media is empowering our customers by providing them with an opportunity to talk about their service experience. What is the role of the contact center in executing, interpreting and managing social media strategies? This track focuses on how contact centers are using social media to provide value to the organization. If you are looking for the benefits of and opportunities provided by implementing a social media strategy in your contact center these sessions must not be missed.

103: Mythbuster: Social Media and the Contact Center
Jay Minnucci President, Service Agility

504: The Power of the Social Organization
Michael Pace Contact Center Executive, The Pace of Service

704: A Practical Guide to Implementing Social Media as a Customer Care Channel
Jim Parker Customer Interaction Practice Consultant, Siemens Enterprise Communications