What’s NEXT for Social Care? Harnessing the Power of the Social Enterprise
Empowering contact center excellence for 30 years!

What’s NEXT for Social Care? Harnessing the Power of the Social Enterprise

Date Aired: May 15, 2014

Time: 1 PM Eastern Time

Presenters: Blair Pleasant, Lisa Abbott, Erica Marois



Watch the webinar video below.

Providing social support can seem daunting, but it also presents a huge opportunity. We want to help you harness the power of social customer service!

Is your contact center fully prepared for the rapidly changing multichannel environment?  Are you capitalizing on the opportunities and effectively handling the challenges that come with social media? Providing social support can seem daunting, but it also presents a huge opportunity. We want to help you harness the power of social customer service!

Who should “own” social media?  The marketing department, or customer service? It’s a widely debated topic, but it’s becoming quite evident that the contact center needs a seat at the table.

Whether you’re just considering implementing social support in your contact center, or you’ve been doing it successfully for years, you don’t want to miss this webinar.

Join our ICMI community expert, along with Genesys practitioner Lisa Abbott, as they guide you through the latest and greatest developments in social media customer service. 

During this webinar you will learn:

  1. How to use social analytics to empower your organization
  2. The latest technology and tools that can help your contact center improve the customer experience
  3. How other contact centers are effectively leveraging social support
  4. What’s next for social media customer service

Join us for this interactive and informative hour—complete with audience polls and live Q&A.

Add it to your Outlook Calendar, click here.


Blair Pleasant

President & Principal Analyst, COMMfusion

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies. As a communications industry analyst, she provides strategic consulting services and market analysis on business communication applications, technologies, and markets, aimed at helping end-user and vendor clients both strategically and tactically. Her primary areas of focus are Unified Communications and Collaboration, contact center, social media, and unified messaging. Blair provides clients with a variety of services, including surveys and research, white papers, product assessment, strategic development, vendor analysis, and more.

Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

Lisa Abbott

Product Marketing Director for Genesys Cloud Solutions, Genesys

With more than twenty years of experience as a senior software and SaaS marketing executive, Lisa Abbott has a long track record of successfully driving B2B marketing strategies for products that harness the web, social media, mobile and voice as customer channels. Within her past experience, Lisa has worked with brands including Charles Schwab, Autodesk, Informix Software and Alcatel-Lucent Enterprise to drive migration to and investment of new web-based and mobile products and services, as well as increase collaboration across the organization.

As Product Marketing Director at Genesys, Lisa is part of the original team responsible for establishing their SaaS offering. With her expertise in customer experience and engagement, customer service and contact center infrastructure markets, she defines the strategy and execution for the Genesys Cloud Virtual Contact Center offer worldwide. Lisa is also recognized for driving the early adoption of Social Media for use within the Contact Center with the development of Genesys Social Engagement. Within this role she is constantly acting as a resource for organizations that are looking to improve customer experience and evolve their customer interaction beyond voice, to a true cross channel strategy and has been recognized as an industry leader through speaking opportunities and forums at various industry events worldwide.

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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Topics: Chat, Customer Experience, Multichannel Contact Center, Social Media


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