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Social Media Certification
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| Location Details | Date | Price |
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Live Online Virtual Call Center Training |
Oct. 3-5, 2012 90-Minute Sessions 10am PT / 1pm ET |
$599 |
Social media represents one of the most significant changes in consumer media behavior in history, resulting in fundamental shifts in the way companies communicate and interact with consumers. This course provides the practical knowledge and insights required to establish objectives and strategies and to properly select the social media platforms to engage consumers, while monitoring and measuring the results of these efforts.
In this social media call center training course you will learn about multi-disciplinary implications and how to manage a successful social media presence for a call center as well as techniques for gaining executive and client buy-in to achieve your goals. The course will review how to use necessary tools and services for gaining valuable insights about how consumers feel about and respond to your brand, your competitors' brands, and your industry. You will also learn how to work with marketing, sales, PR, and other departments and stakeholders so that you have a clear message to your clients.
This is a must-attend course for a wide range of positions including Chief Marketing Officers and Vice Presidents of Sales & Marketing, as well as call center Managers, Directors, and Supervisors.
"We don't have a choice on whether we do social media, the questions is how well we do it."
- Erik Qualman
BenchmarkPortal can improve the performance of your customer service center - - and your career - - with BenchmarkPortal’s certification training!
- Value and Experience
- Quality Based on Data and Research
- Career Enhancement
- Community and Sharing
- Competitive Advantage
Discover why BenchmarkPortal is the Best Call Center Training in the Industry »
Call Center Social Media Certification Training Course Agenda:
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Intro to Social Media for Call Centers
- Introduction to Social Media
- Developing a Social Media Strategy for your Call Center
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Monitor Your Call Center Social Media Strategy
- Measurement
- Organizational Readiness
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Determine the ROI of Social Media in your Call Center
- Creating a plan
- Best Practices
Workshop Includes Benchmarking Your Center
One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This complimentary call center benchmarking report and Web-ex style presentation of your benchmarking results provides your company with a snapshot of your call center vs. industry peers. No other call center training can offer this type of information.
- Benchmarking measures how well your organization is currently performing compared to your competitors and other top organizations in North America.
- Identify the KPI's in your call center and learn how you can improve the company's bottom line.
- Comparisons indicate competitive strengths and weaknesses, and help to overcome the typical barriers to change.
- You can further magnify performance gaps by calculating the dollar value of poor performance and create a higher ROI.
This Workshop is Offered in The Following Formats:
Live Online Call Center Training:
Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.
- Class size allows one-on-one interaction with the instructors
- Save on employee travel cost
- Minimize time away from work
Instructor: Dr. Natalie L. Petouhoff
Dr. Natalie Petouhoff, a Research Executive at the Center for Customer-Driven Quality and BenchmarkPortal, teaches the Call Center Social Media Certification Training.
Dr. Natalie’s applies her unique perspective on business and social media via her social media assessments and ROI calculators that help clients to develop social business strategies, tactical plans and real-world execution capabilities so that social media can be integrated into the business to increase the bottom line. She develops custom training programs for social business/media, leadership, employee motivation and organizational change.
Dr. Natalie’s four business books and many white papers are the subject of hundreds of articles in publications like USAToday, Adage, BusinessWeek, Fast Company, The New York Times, The Wall Street Journal, Peppers and Rogers 1-to-1 Magazine and CRM Magazine as well as national television and radio.
President of the Los Angeles Social Media Club, Dr. Natalie has held positions as a Forrester Analyst, Chief Strategist for a Weber Shandwick PR/Marketing Agency, management consultant at PWC and Hitachi and in management at Hughes Electronics, GM and GE.
Dr. Natalie also teaches Social Media, PR, Marketing and Leadership courses at UCLA, USC and Pepperdine University. Natalie can be reached at NataliePetouhoff@BenchmarkPortal.com
Discounts:
Preferred Partner Discount: Center of Excellence Members 15% off.
Group Discounts: If you have 2 or more individuals that would like to take the call center training course please contact us for a group discount!
Online Contact Form | 800.214.8929 Ext. 1
Cannot be combined with other offers or discounts.
Previous Attendees:
View a sample of companies who have attended our courses »
Cancellation Policy
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