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Tuesday, March 12 • 11:00am - 12:00pm
Outsourcing & Offshoring Social Customer Service

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Brands are now under the gun to deliver blow-away customer service in social media, and they're failing. Big time. Constrained by limited internal resources, inadequate tools, political infighting, and a lack of expertise in the art of online engagement, companies are responding poorly or too slowly ... and sometimes not at all! But what happens when they turn to more savvy digital agencies or business process outsourcing firms (BPOs) for relief? Can businesses successfully outsource or offshore their online "voice”?
Our experienced panelists will weigh the business case for social media outsourcing, including the potential backlash from customers who discover that their tweets and Facebook Wall posts are being answered by agents halfway across the world. We'll share our success stories and missteps, and offer practical next steps for taking social customer service to the next level.
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avatar for Rohit Kapoor

Rohit Kapoor

Sr Dir & PrincipalCapgeminiRohit Kapoor is a Solution Development Executive and the business leader for the Social Media Management practice at Capgemini BPO. Rohit has over 20 years of customer facing roles across various industries and regions. Starting off in the hospitality industry... Read More →
avatar for Bryan Person

Bryan Person

Dir of Custom SuccessLithium Technologies IncMy role at Lithium Technologies is to help our enterprise clients provide blow-away customer care to their customers across the social web. I provide strategic counsel on best practices in social customer care and online engagement, and... Read More →

Tuesday March 12, 2013 11:00am - 12:00pm CDT
Four Seasons, Four Seasons Ballroom

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