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Web Conferences

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The Future of Customer Care Services: Social, Mobile and Virtual 2012
Web Conference

Dec 06, 2012
Framingham, MA United States

Related Documents

The Future of Customer Care Services: Social, Mobile and Virtual 2012 - Framingham, MA United States

Dec 06, 2012 - Doc # IDC_P26863 Web Conference
event details

Event Details

The Future of Customer Care Services: Social, Mobile and Virtual

12:00 p.m. - 1:00 p.m., U.S. Eastern Time

To register for this event please click here.

Customers are turning to social media as a channel for customer care, whether companies are prepared to use this channel for support. Similarly, customers want to use mobile devices to connect with brands. Providers of customer care services are ramping up efforts to meet these changing demands on behalf of their clients.

This IDC Web conference will provide analysis on how customer care services are evolving to meet the changing demands of social and mobile customers, including newer virtual delivery models that can help increase contact center flexibility and efficiency. Topics to be discussed in the presentation include:

The approach to strategy for social customer support
The role of mobility in providing customer care
The impact of on-demand models, such as home-based agents and hosted contact center services
Recent IDC data on the growth of home based-agent services and considerations in home-based agent delivery

Session Speakers:

Melissa O'Brien, Research Analyst, Worldwide Contact Center Services

Audio replays of this Web conference are available to all registered participants starting the day after the event.

If you have questions about how to participate in this web conference, please contact telebriefings@idc.com.

Agenda

	12:00 PM - 1:00 PM	The Future of Customer Care Services: Social, Mobile and Virtual
		12:00 p.m. - 1:00 p.m. U.S. Eastern Time
	12:00 PM - 12:02 PM	Topic and Speaker Introductions
		IDC Web Conference Moderator
	12:02 PM - 12:45 PM	The Future of Customer Care Services: Social, Mobile and Virtual
			Melissa O'Brien Research Analyst, Worldwide Contact Center Services, IDC
	12:45 PM - 12:58 PM	Participant Q&A
	12:58 PM - 1:00 PM	Conclusions/Wrap-up
		IDC Web Conference Moderator

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