Use Social Media to Turn Your Contact Center Into an Opportunity Center

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Many organizations have been slow to adapt to the social media revolution, and all too often jump on-board only after a public relations social media disaster. But it doesn’t have to be that way. Integrating social media monitoring and response into the contact center can not only help mitigate, or prevent, PR disasters, but it can also create opportunities out of brand negative events.

Mike Ellsworth has been buying enterprise technology solutions for more than 20 years and has met, worked with, and – these are his words – has sometimes been annoyed by every kind of B2B sales person there is. He even briefly sold vacuum cleaners a long time ago while in graduate school, an experience which firmly convinced him that he’s not a sales guy. Mike’s background includes experience as an IT Program Manager, Chief Technology Officer, Vice President of Strategic Planning, Senior Project Manager, and as an independent Emerging Technology Strategy Consultant.

He’s also the co-author of the book, The Infinite Pipeline: How to Master Social Media for Business-to-Business Sales Success. Read what Mike has to say about the value of integrating social media into customer service.

  • What’s the cost of ignoring social media?
  • What are B2B companies doing with social media?
  • How should companies include social media in their contact center?
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