How to integrate social media into contact centres


Learn the why, when and how of integrating social media into contact centres to meet the demands of today’s social generation. Join the webinar organised by Future Care Initiative in partnership with BlueLink International, Brand Embassy, and guest speaker Guy Stephens, social media customer care expert from IBM. Sponsored by Brand Embassy.


  1. Introduction – 00:00
  2. The evolution of social customer service09:02
  3. Key challenges and opportunities for social media integration – 16:24
  4. What companies want from outsourcers – 33:00
  5. Q & A – 43:27

What you will learn:

  • Why is social customer service evolving and what services do people now expect?
  • What are the key challenges and opportunities in social media integration?
  • What do companies want from outsourcers?
  • How to get started with social media integration?


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