It used to be that contact centers simply had to handle phone calls. Today, a contact center typically hires agents for phone, email, chat and social media. As the "world's most public customer service channel," social media has different rules and requires a different kind of agent – and process – to succeed. In this tactical session, learn how to hire and train the right social care agents, select appropriate technology, design an efficient process and integrate with the core business and the CRM – all from the guy who literally wrote the book on the topic.

35-60 minutes with Q&A