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Social Pros Podcast


Mar 8, 2019

Lisa Blackshear (Sr. Vice President of Communications, Digital Media at Comcast) joins the Social Pros Podcast to discuss managing a social care team that handles millions of interactions each year.

 

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In This Episode

  • 06:29 - How Comcast scale up their social care team to over 400 agents
  • 10:26 - How customer expectations have evolved with social engagement
  • 16:09 - How the social care team at Comcast adapts to their customer’s tone to interact on a more personal level
  • 21:49 - How to coordinate multiple touchpoints with customers from a customer care standpoint
  • 30:14 - How to utilize insights gained from customer interactions
  • 33:51 - How to coordinate between the social care team, communications/PR, and branding

 

Resources

 

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