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Event: Customer Service Call Centres and Social Media


I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues. And yes, the exception is when you want to play with the network and offer them competitions and campaigns. But mostly, the customer is about wanting answers, not fluffy “please call our hotline with your details” tweets and responses. From ATA website:

ATA VIC Forum: Social Media & Your Centre — 15 Apr 2010

5.00 for 5.30 – 7.30pm
TressCox Lawyers: Level 9, 469 Latrobe Street, Melbourne
Social Media & Your Centre: What’s new and what’s legal?

Social Media is revolutionising the way we do business. Many progressive companies are opening up new communication channels and using tools such as Twitter for engagement with their customer base. How are successful centres now taking advantage?

With 54% of companies banning social media usage we also further investigate the pathway for this trend. What are the legal ramifications for companies and what are some of the considerations for your staff? Is your Social Media Policy relevant?

ATA invites you to join Laurel Papworth and Nick Duggal as they lead us on an entertaining journey on what’s happening, what’s possible, and what’s legal!

Guest speakers:
Laurel Papworth is Australia’s leading social media strategist and has been working with online communities, virtual worlds and forums for 20 years.

Nick Duggal specialises in industrial relations matters, including compliance with privacy legislation. Nick has extensive experience in providing advice and policy materials to employers on the use of social networking technologies.

Canapes, beer, wine & soft drink provided.

Attached File >> VIC Forum 150410 WEB.pdf
Attached File >> 2010eventregistrationform(9).pdf

Price
Members: $45.00 (GST Inclusive)
Non-Members: $90.00 (GST Inclusive)

Contact
Phone: 02 9906 6163
Fax: 02 9906 2155
Email: events@ata.asn.au
Book Online >>

Wanna come along?

Laurel Papworth

Named by Forbes™ Magazine in the Top 50 Social Media Influencers globally, named Head of Industry, Social Media (Marketing Magazine™) and in the Power150 Media bloggers (AdAge™). CERT IV Training and Assessment certified trainer (Diplomas and Certificates etc) Adult Education. Laurel has manager Facebook Pages for Junior Masterchef, Idol, Big Brother etc. and have consulted on private online communities for banks Westpac, not for profits UNHCR & governments in SE Asia. Lecturer, social media, University of Sydney for 10 years and Laurel has 11,000 online students. Laurel Papworth personally connects to 6 million followers online and has taught around 100,000 people in the last 10 years how to be social media managers.

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