Becky Carroll, Verizon Social Community Manager, Author of “The Hidden Power of Your Customers”

Ms. Becky Carroll, Verizon Social Media Community Manager, author of the Book “The Hidden Power of Your Customers” confirms that she will keynote for the 3rd Global ContactForum (3rdGCF), annually held in Mexico City, March 12th-14th, 2012. The theme for 3rdGCF is Digital, Mobile and Social Media for the Contact Center and BPO industry.

Ms. Carroll was asked about the 3rd Global ContactForum’s topic, the Digital, Mobile and Social Customer Experience and she had this to say: “Customer expectations are higher than ever. The growing use of social media is driving a major change in customer behaviors and habits, making it highly risky not to focus on our customers and their experiences. The 3rd Global Contact Forum will help businesses learn how to create great experiences in this new social era. I will be speaking on how to create customer engagement using social media. I believe the sweet spot for social media is customer loyalty, and I will show attendees how to build long lasting relationships with their customers using this new channel.

The 3rd Global ContactForum is the third installment of GCF, the most successful global conference event in Latin America for contact center professionals. Started in 2010, GCF serves as a knowledge hub for professionals, around the world, who service the customer service industry. Customer care executives, managers and supervisors gather here to discuss best practices, industry challenges, showcase new technologies, exchange ideas and share their knowledge. In 2011, more than 1,800 contact center professionals and thought leaders, from over 22 countries gathered. In 2012, the conference will focus on the Digital, Mobile and Social Media impact on the Contact Center. Companies represented at the 3rd Global ContactForum include major industry names like Google, Avaya, PCCW, Aspect, Altitude, Autonomy, British Telecom and Verizon.

Ma. Eugenia Garcia Aguirre, Chair for the event welcomed Ms. Carroll, saying, "We are thrilled to have Ms. Carroll join our event in Mexico City. Customers today have more power and her topic is timely and relevant to many of our attendees looking to understand the rise of digital, mobile and social media and the changing face of customer service, standards and satisfaction. We choose Mexico City because it is one of the largest cities in the world and we’ve had great success holding these events here,”

Those interested in more information on Becky Carroll, or the event, can visit the website for more details: http://www.globalcontactforum.com. Members of recognized Industry associations benefit from with a special discount of 15%, by using code ITESA15.


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Keith Fiveson,
CEO, ITESA, Co-Chair
Office#1-212-463-0043,
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email: kfiveson@itesa.com