American Airlines' Social Service Soars

American Airlines' Social Service Soars

American Airlines' Social Service Soars

Social service is rapidly becoming a mainstream channel for serving and engaging customers. Join us live to hear special guest Annette Hernandez, manager of social customer service at American Airlines, chat with Mila D'Antonio, editor-in-chief at 1to1 Media, about the Airlines' strategy for its dedicated team of social service agents.

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Partnering with the Right Stakeholders, Driving Transformation

Achieving a company transformation is no easy task. It requires everyone to work collaboratively toward a common goal, which means removing silos and building cross-functional teams. Whom should you collaborate with to achieve maximum transformation success in your call center? We suggest starting with a buy-in from the top (this includes the CEO and CFO, for the go-ahead and the...
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