Managing the Challenge of a Multi-Channel Call Center
Addison, TX (Vocus) October 4, 2010
Astadia, the largest pure-play Cloud Computing integrator and a top salesforce.com partner, today announces Ron Goldman, Director of Service Cloud for Astadia, will be presenting on “Managing the Challenge of a Multi-Channel Call Center”, a webinar hosted by CRM Magazine. Ron will join co-presenter Mike Perry, Senior Director, Product Management for inContact, in covering the integration of social media through CRM and contact center software.
"The tsunami of social media is hitting the contact center and companies need to go beyond just listening and monitoring,” says Ron Goldman, Director of Service Cloud, Astadia. “I'm beginning to view social media as not only a new interaction channel but also as a front end to CRM. CRM, like the salesforce.com platform, will provide you with a systematic way to take action on what you're monitoring in social media."
“Today’s consumers want to reach out to contact centers using the channel of their choice, meaning that contact centers today need to be available for communication in many different forms,” says Mike Perry, Senior Director, Solutions Management for inContact. “However, too often businesses step into a multi-channel approach that becomes disjointed or creates an inconsistent customer experience. This webinar will provide actionable business insights to to help contact centers deploy a multi-channel strategy that uses the right channels for your customers and also makes sense for your business.”
Ron and Mike will join moderator David Myron, Editorial Director of CRM Magazine on Wednesday, October 6 at 11:00am PT/2:00pm ET. To register for the webinar, please visit http://www.destinationcrm.com/webevents/incontact/06oct2010/in1.
With best-in-breed partners, Astadia applies cloud solutions in CRM, telephony, and related technologies to improve the contact center. Astadia delivers consulting services that include strategy and roadmap development, CRM implementation, integration with legacy systems, change management, and on-going support. For more information, please visit http://www.astadia.com/. Follow us on Twitter at @AstadiaCloud.
Hannah Plumley, Public Relations Director