From Zero to Hero: How to Build Award-Winning Social Customer Care from the Ground Up

Date: Available On-Demand

Time: Watch It Now

Speakers: Georgia Adams , Al Hopper

Moderators: Erica Marois


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Watch this webinar and learn how to build a successful social care program from the ground up.

Your customers are talking to you on social media. Are you listening? Responding?

According to research from Maritz and evolve24, 70% of customer complaints on Twitter go unanswered. Social media is here to stay, so why is this still the case?

ICMI research indicates that while a majority of contact centers leaders realize the importance of social media customer service, most are overwhelmed by how to develop a formal strategy. The good news: it doesn’t have to be difficult!

Learn how the 2016 ICMI Global Contact Center award-winning social customer care team at Navy Federal Credit Union built their program from the ground up. Georgia Adams will share the secrets to their team’s success, reveal lessons they’ve learned along the way, and help put you on the path to award-winning customer service.

Attend this webinar to learn:

  • Best practices for implementing the people, processes, and technologies needed to deliver outstanding social media customer service
  • Tips and tricks to help you get started with—or improve--social customer support, no matter your budget
  • How social media impacts the broader customer experience
  • Insight from an ICMI awards judge on what it means to deliver award-winning customer service

Join us for this interactive and informative hour—complete with case studies, best practices and live Q&A with a 2016 ICMI Global Contact Center Award winner and judge.


Bonus: Register for this webinar and you’ll receive an exclusive discount code to use towards an entry in the 2017 ICMI Global Contact Center Awards.


Sponsored by:

Global Vision Sponsor

   Presenting Sponsor



 Category Sponsor

    Category Sponsor



Georgia Adams, Navy Federal Credit Union

Georgia Adams

Supervisor of Social Care, Navy Federal Credit Union

Georgia is the supervisor of Navy Federal Credit Union's Social Care Team, in the Contact Center's Resolution Branch. She works in partnership with the marketing team's Social Media Community Manager to lead the credit union's five-person Social Care Team, which just won Best Social Media Customer Care in ICMI's Global Contact Center Awards. Georgia joined Navy Federal in 2013, working overnights as an editor for responses to member messages sent through the credit union's website, and monitoring the company's Facebook and Twitter accounts. For nearly two years she monitored, trained other monitors, and provided feedback to the marketing team about possible improvements to the monitoring procedures. After gaining this experience, she was a natural fit to lead the newly formed Social Care Team. Georgia holds a bachelor's degree from the University of West Florida, where she double-majored in journalism and international relations, and she brings more than five years of leadership experience to her role.

Al Hopper

Al Hopper

Co-Founder, SocialPath Solutions

Al is Cofounder and Chief Operating Officer of SocialPath Solutions, a social media as a service provider helping Client businesses achieve their social media goals through engagement and service. His experience includes more than a decade leading in contact center departments for a major international bank, including their social media support team. He was considered one of the Top 100 Most Social Customer Service Pros on Twitter in the Huffington Post in 2013. In 2014 and 2015 he was named a Top 50 Contact Center Thought Leader by ICMI. Al earned his MBA, with honors, from American Military University in 2015.

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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