RECOMMENDED READING
Social Media and the
Contact Center for Dummies
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By Paul Dunay
with Colleen Totz Diamond
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Not only is
Social Media and the Contact Center for Dummies the quintessential read for everything related to contact centers and social media, it’s also free!
And available online for everyone.
Author Paul Dunay is Global Managing Director of Services and Social Marketing for Avaya, and a marketing expert with more than 20 years of experience. In this custom ebook, he gives insight into the basics, with chapters including: “Understanding the Social Media Landscape,” “Monitoring and “Spotting Customer Issues” and “Creating a Work System Distribution.” All outlets of social media are covered, from microblogs to forum creation, and the book converts these solutions into a workable system designed especially for call centers.
“With this book, you find out the basics of using social media to streamline communications into your contact center, how to become a leader in your industry by embracing this new channel, the benefits of using listening technologies to find and respond to social media inquiries…” Dunay writes in the book’s introduction. “Along the way, you come to realize the full communications potential of social media.”
Overall, Social Media and the Contact Center for Dummies is a quick (44-page), easy read, teaching you the basic foundation for implementing social media strategy in your call center.
Social Media and the Contact Center for Dummies is available for free
download here.
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Telvista provides innovative contact center outsourcing solutions and
leading-edge social media services to companies that want more from
their customer relationships. We believe in delivering what matters most
to you. |
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Click here to view Telvista's Social Media
Center in its Dallas, Texas location. The Social
Media Center, which overlooks the 600-seat
contact center, will serve as a control room for
a team of analysts monitoring social media for
its clients. |
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Telvista’s seven PCI-certified locations throughout the U.S. and Mexico deliver optimized support solutions that impact top-line revenue and bottom-line cost. We serve a large client base and a diverse set of industries, including telecommunications, travel, financial services, retail, technology, and many others. Services include customer care, technical support, sales, loyalty programs, social media services and more.
We are proud to be a vital part of our clients' success by offering customized programs that enable you to do more with less while maximizing your bottom line. |
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