Senior Vice President of Business Process Solutions at ACS, Mike Wooden has a long history in the communications industry, with experience in operations, strategy, management, mergers & acquisitions, and sales.
Wooden leads the company’s initiatives to leverage social media platforms such as blogs, wikis, video posting and social networking sites in clients’ marketing and customer service programs.
Prior to joining ACS, Wooden was vice president of corporate development for an outsourcing company, where he was responsible for strategy development, alliances and creating and expanding new service offerings. In addition, he spent four years as an M&A consultant, guiding acquisitions, divestitures and joint ventures for technology companies around the world.
Wooden holds a Masters of Engineering Management from Old Dominion University, and a Bachelor of Science degree in Comprehensive Sciences from Ashland University.
Social Media and Social CRM
Connecting with customers before they contact a company builds stronger relationships, saving money and building brand loyalty. As a customer relationship management veteran, Wooden can provide valuable insight on the following social media and social CRM issues:
- Implementing a social media strategy in call centers – Best practices used in outsourcing social CRM for increased revenue, call deflection and an evolved approach to service
- Capturing the power of social media to revolutionize the customer experience – Best practices when monitoring and capturing of "conversations" across different channels, and using this information to drive a better understanding of true customer value
- Providing seamless customer service and its role in outsourcing
- Integrating social media technology into a CRM solution – Using blogs, wikis and social networking sites to better serve customers
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To arrange to discuss the latest trends with Wooden or to set up an interview, please contact:
Chris Gilligan
Manager
Corporate Communications
859-389-2412
chris.gilligan@acs-inc.com