The Pros and Cons of Social Media

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The Pros and Cons of Social Media for Call Centers Makeba Phillip Bus-230 12/8/2014 Raj Parikh My Career Path Where will the journey known as my career path end? If you would have asked me this question ten years ago the answer would have been I just want a steady job. The answer today is that I want to be the Director of a training department in a health care call center. I have worked in call centers for about 20 years, positions ranging from being a phone agent, team lead, coach, trainer and managing a training program. Of all those positions, the ones I enjoyed most is the ones involving training. There is not one aspect of training that I don’t enjoy from creating material for trainers to present to presenting material to trainees. It’s an awesome feeling to see a trainee learn material and understand how to use this information in their day to day jobs. To me training is such an important part of what makes a call center successful. I have seen the results from great training and not so great training and the key factor that differentiates the two is who is managing that training department. With my experience with both types of training, I know that I would make a terrific Director of a training department. The Three Social Medias There are many social networking sites out there, but I will be discussing three main ones that I’m sure we have all at least heard of. First, we have Facebook, it is a popular social networking website that allows registered users to create profiles, upload pictures, videos, send messages and keep in touch with friends, family and colleagues (Dean 2014, WhatIs.com) Per Dean (2014) Facebook is available in 37 different languages, but that number has increased over time to about 70. Then, we have Twitter, which is a micro-blogging, social messaging, an event coordinator, a business tool, news reporting service and a

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