"Does your social media strategy force marketing to act like customer service?"

Your customers want to share experiences – good or bad – with you to get information to help them solve a problem – read about how in the new Genesys and Chief Marketer 'Tools of the Trade' report.

Where is the business justification for contact centres to respond to Social Media? - ProtoCall One White Paper

Slowly, but surely, the contact centre world is waking up to the potential of social media, where forward thinking businesses can now understand what customers are saying about them and their brand across social media communities...

The Impact of Social Media on the Contact Centre - ProtoCall One Workshop Presentation

Download the presentation materials from the workshop delivered at Call Centre & Customer Management Expo 2010 – includes a case study on Unilever and the results of social media monitoring for Apple.

The Opportunities of Social Media for Contact Centres - ProtoCall One White Paper

Social media is a new and emerging concept that the contact centre industry quickly needs to come to terms with. It offers new challenges that will require innovative thinking to resolve. Find out how our 5 C’s strategic framework can be applied in your organisation.

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