Intradiem webinar offers insights for building a social customer service team

Strategies for smart social media use that improve call center customer service to be discussed

Atlanta, GA (March 20, 2013) – Intradiem, the leading provider of intraday management solutions, will host a free webinar on Thursday, March 28, 2013 at 2 p.m. EDT. The webinar, “5 Steps to Building a Social Customer Service Team,” provides information for supporting customers through social media channels. 

Guest speaker Michael Pace, founder of The Pace of Service, will share best practice information for companies interested in training their agents to handle customer inquiries via social channels during this live, interactive event.

“Integrating social media channels into the call center can be challenging as customers interacting with your company through social media have certain expectations,” said Pace. “It’s important to meticulously plan and train agents before implementing a social customer service program, and I’m excited to share the strategies I have seen work for other companies undertaking this endeavor.”

Webinar attendees will hear how to put the foundational pieces together to start supporting customers through social media networks including Twitter, Facebook, blogs, LinkedIn and YouTube and also learn how to:

• Implement a plan to help keep social customer service initiatives in line with the overall customer experience strategy
• Leverage free or low cost solutions, systems and resources that help companies be a part of the conversation
• Hire, train and involve the right agents to ensure customer satisfaction
• Prioritize agent time to monitor social media channels and handle customer interactions

“Customers coming through social media and other channels all want the same thing – to get their question answered quickly, the first time they ask,” said Matt McConnell, chief executive officer of Intradiem. “Contact centers that aren’t taking the necessary steps to meet that expectation are putting their customer experience at risk. Forward-looking organizations are using intraday management to marshal all of their available resources towards meeting that goal.”

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457