PLAYING IN THE NEW WORLD: Integrating social media with customer service process management

  • April 20, 2011
  • 7:30 AM - 9:00 AM
  • Terasen Gas Conference Centre, 1111 West Georgia St, Vancouver
  • 11

Registration

  • price includes a continental breakfast and HST.
  • price includes a continental breakfast and HST.

Advance registration and payment is required. Cancellation: 72-hour notice.
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The explosive growth of social media is pushing the question: “How do we play in this new world?”. The customer relationship playing field is changing and increasingly the executive suite is looking to the contact centre as a key element in organizational strategies to integrate the power of social media to enhance the customer experience.

At the same time, companies are realizing that brand loyalty and customer satisfaction are the result of how well customers are handled throughout the business relationship – not just in the contact centre. As a result, the opportunity to leverage the decades of experience in handling customers in the contact centre to the processes that exist throughout the remainder of the organization is significant.

This session will present these from the theoretical and strategic down to the practical ways of how it can be done.




SPEAKER
Frank Tersigni
Altivon
Vice President


Frank Tersigni is responsible for all Altivon product and services offerings, bringing high value, high impact solutions to the marketplace based on Interactive Intelligence and other technologies. As a regular speaker on customer interaction issues, Tersigni has more than 20 years of experience as a leader in the high technology community at the following organizations:

Got Corporation  (Chief Executive Officer)– leading SaaS-based email marketing services provider targeted at customer loyalty and retention programs – successfully restructured the company, delivered record revenues and sold the company to a strategic buyer (Protus IP Solutions).

Genesys Telecommunications (VP, Business Development) – responsible for all corporate M&A activities, technology partnerships and corporate strategy – successfully established relationships with ClickFox and RightNow – successfully completed acquisition of Informiam by Genesys.

VoiceGenie Technologies (C.O.O. and VP, Marketing and Business Development) – responsible for strategy, marketing, channels and product management – successfully re-architected the company’s go-to-market strategy and contributed to record revenues and return to profitability – successfully sold the company to Alcatel Lucent (Genesys).

IBM Canada / LGS (VP) – responsible for several major initiatives including development of go-to-market programs based on Microsoft, Onyx, Pivotal and Siebel for contact center and CRM solutions.  Voted CRM Pioneer of the Year in 2000.

CallPro Canada (Co-Founder and VP) – responsible for creating Canada’s leading provider of multi-media customer interaction management solutions – successfully sold the company to IBM/LGS.

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