Become a Social Business” Workshop The workshop is for leaders in customer service who need to shift from using social as a function to incorporating it as a business-wide strategy. Social media and customer service experts will lead attendees through interactive presentation, relevant client-based case studies and best practices. So you bought Oracle Social or Salesforce? Now what? You already know having the best technology means very little without the right people. And just launching a Facebook page for a junior employee to manage updates and respond to comments when they can is not a real strategy. Social only becomes valuable when applied across the organization to improve your connection with customers, prospects and employees. “Becoming a Social Business” will be the most beneficial workshop you can attend this year if you are 1) managing a center 2) are interacting with customers in anyway online. We’ll explain why social technologies and processes are important in building valuable relationships both inside and outside of the organization. Register for workshop G, or visit booth 58 throughout Call Center Week to learn more. 5 Takeaways to Anticipate 1. What is social listening? Why should the call center care? 2. What are leading strategies for inbound social customer service? 3. How can social become a proactive channel for outbound sales? 4. What are the policies should you consider? 5. What are the training method for social media representatives?

1. Call Center Week 2014
Become a Social Business
Workshop
June 10, 2014 | Las Vegas, NV

2. h"p://stratuscontactsolu/ons.com
BECOME A SOCIAL BUSINESS
15th Annual Call Center Week Conference & Expo
June 10 | Mandalay Bay Resort & Casino, Las Vegas, NV

3. h"p://stratuscontactsolu/ons.com
Stratus Contact Solutions
Improving Sales Effectiveness and Customer Experience
We provide one-to-one customer engagement solutions through our
multi-channel contact center that incorporates social media, chat, email
and traditional call center services.
This multichannel capability provided by Stratus offers customers the
ability to maximize their ROI through various programs encompassing sales
and lead generation to customer service and retention.
Stratus, a division of ILD Corp, provides companies direct and cost effective
solutions to meet and exceed customer expectations by incorporating
social listening, sentiment, multi-channel techniques and data analytics into
traditional outsourced sales and customer service.

4. h"p://stratuscontactsolu/ons.com
Workshop Details
Workshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G
“Become a Social Business”
The workshop is for leaders in customer service who need to shift from
using social as a function to incorporating it as a business-wide strategy.
Social media and customer service experts will lead attendees through
interactive presentation, relevant client-based case studies and best
practices.

5. h"p://stratuscontactsolu/ons.com
Key Takeaways
5 Takeaways to Anticipate
1. What is social listening? Why should the call center care?
2. What are leading strategies for inbound social customer service?
3. How can social become a proactive channel for outbound sales?
4. What are the policies should you consider?
5. What are the training methods for social media representatives?

6. h"p://stratuscontactsolu/ons.com
Workshop Agenda

7. h"p://stratuscontactsolu/ons.com
Mike Lewis
Social Media Leadership
Author “Social Media Leadership”, 30 year telecom veteran and serial
entrepreneur provides overview of Stratus and how new media will impact
the growth of your business.
Key Takeaways
• Creating new business opportunities
• Contact center & the business mission
• Enterprise ROI model

8. h"p://stratuscontactsolu/ons.com
Dennis Stoutenburgh
Social Media Customer Engagement
What is social customer service? What are the best practices? How can
social supplement inbound and outbound tactics? Who are the
companies / case studies to follow?
Key Takeaways
• Social Listening for
• Social media for Inbound / Outbound
• Social media win-back programs

9. h"p://stratuscontactsolu/ons.com
Jim Iyoob
Social Media Center of Excellence
An overview and step by step process to launch social media as a
functional service in your multi-channel contact center.
Key Takeaways
• Social media Reps vs. Call Center Reps
• Training, Process, & Policy
• Launching your first social program

10. h"p://stratuscontactsolu/ons.com
Schedule an appointment
Stratus representatives will be at booth 58 through out
Call Center Week 2014.
Schedule an appointment
• http://bit.ly/ccw14info
• 855-875-CHAT