Social Media and Contact Center Fundamentals
What you'll learn
- Define how to integrate social media channels with your telecom and Contact Center Infrastructure
- Learn the components of multi experience and social media
- Identify the social media strategy and cloud social media components
- Learn the architecture for the Social Media Contact Center
- Any User
- Any Tech User
- Any Telecom User
Social media are interactive technologies that allow the creation or sharing/exchange of information, ideas, interests, and other forms of expression via virtual communities and networks. While challenges to the definition of social media arise due to the broad variety of stand-alone and built-in social-media services currently available, there are some common features:
Social media are interactive Web 2.0 Internet-based applications.
User-generated content—such as text posts or comments, digital photos or videos, and data generated through all online interactions—is the lifeblood of social media.
Users create service-specific profiles for the website or app that are designed and maintained by the social-media organization.
Social media helps the development of online social networks by connecting a user's profile with those of other individuals or groups.
Users usually access social media services via web-based apps on desktops and laptops, or download services that offer social media functionality to their mobile devices (e.g., smartphones and tablets). As users engage with these electronic services, they create highly interactive platforms through which individuals, communities, and organizations can share, co-create, discuss, participate, and modify user-generated content or self-curated content posted online. Additionally, social media are used to document memories; learn about and explore things; advertise oneself; and form friendships along with the growth of ideas from the creation of blogs, podcasts, videos, and gaming sites. This changing relationship between human and technology is the focus of the emerging field of technoself studies.
Some of the most popular social media websites, with over 100 million registered users, include Facebook (and its associated Facebook Messenger), TikTok, WeChat, Instagram, QZone, Weibo, Twitter, Tumblr, Baidu Tieba, and LinkedIn. Depending on interpretation, other popular platforms that are sometimes referred to as social media services include: YouTube, QQ, Quora, Telegram, WhatsApp, Signal, LINE, Snapchat, Pinterest, Viber, Reddit, Discord, VK, Microsoft Teams, and more. Wikis are examples of collaborative content creation.
Many social media outlets differ from traditional media (e.g., print magazines and newspapers, and TV and radio broadcasting) in a variety of ways, including quality, reach, frequency, usability, immediacy, and permanence. Additionally, social media outlets operate in a dialogic transmission system, i.e., many sources to many receivers, while traditional media outlets operate under a monologic transmission model (i.e., one source to many receivers). For instance, a newspaper is delivered to many subscribers and a radio station broadcasts the same programs to an entire city.
Since the dramatic expansion of the Internet, digital media or digital rhetoric can be used to represent or identify a culture. Studying how the rhetoric that exists in the digital environment has become a crucial new process for many scholars.
Learn to understand Social Media, Digital Marketing and Avaya Social Media in a cloud-based environment for business systems such as contact centers.
Who this course is for:
- Marketing, Operations, Infrastructure Teams
J.S Garcia “Juan Sebastian Garcia” is an Engineer and an Author. His Family moved to Brooklyn, NY, in 1992 where he grew up. He’s the youngest of four children. After he graduated as a Computer Forensics Investigator from the Electronic Commerce Council University in NM, he is also certified as an Avaya Certified Expert, CEH, CHFI, CCNA, ENA, Oracle DBA.
Over 20 Years of experience in IT Infrastructure Teams and management, Specialized in Telecomunications, Contact Centers, Cloud, Virtualization, Security. Motivated, adaptable, customer focused, results driven, and hard working Information Technology Professional With proven ability to work under any pressure and deliver desired outcome of high quality requirements and customer deadlines. Worked at top companies, including Harry and David, Amerigroup Corp, IDT Corp, RFA Corp, Cable and Wireless Business and many more. Strong communication and interpersonal skills demonstrated in working with colleagues and customers across the global. Implemented more that 120.000 users worldwide and 32.000 Call Center Agents in 20+ Countries from design to implementation and customer satisfaction.