Published: March 8, 2019, 8 a.m.
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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