1. Contact Center
1.1. Wausau, Wisconsin
1.2. Oshkosh, WI
2. Social Care Overview: Twitter
2.1. @footlocker
2.1.1. both marketing + CS
2.2. very empowered + helpful; sneakerheads
3. Types of complaints
3.1. Shoe returns
3.2. order / delivery issues
3.3. inventory / stock / release questions
3.4. shoe size
4. Social Stack
4.1. Sprinklr
4.2. Kana CRM
5. Key Stakeholders
5.1. Social / Media
5.1.1. Ben Dignan Director of Social Media at Foot Locker; bdignan@footlocker.com; "I'd much rather talk about my experience and passion than write about it. Let's chat!"
5.1.2. Velnisha Combs, MBA Marketing Manager - Social Media at Foot Locker; velnisha.combs@eastbay.com; "Manage social media team focused on enhancing brand awareness & customer loyalty for the Eastbay Brand; Enhance social media reporting through the creation of new tools prior to on-boarding the company’s first social media publishing, listening & reporting"
5.2. Digital / Marketing
5.2.1. Bobby Krauss Manager Digital Marketing/New Media at Foot Locker, Inc.; bkrauss@footlocker.com
5.2.2. Peter Schliesmann, Vice President, Digital Technology; pschliesmann@footlocker.com
5.3. Customer / Experience
5.3.1. Raymond Davis CTO | Innovation Trailblazer | Change Agent | Agile Enthusiast; rdavis@footlocker.com; "Develop strategy for web, mobile and social product development that drives an engaging experience across all channels; Manage relationship with vendor partners focused on enhancing our product offering and customer experience"
5.3.2. Patty Durkin Director, CRM/Loyalty & Research; pdurkin@footlocker.com
5.4. Contact Center
5.4.1. Wausau
5.4.1.1. Kathleen BeBeau Customer Care Supervisor at Foot Locker, Inc.; kbebeau@footlocker.com
5.4.1.2. Jenn Charles Customer Care Operations Manager at Eastbay, Inc./Footlocker.com; jcharles@eastbay.com
5.4.1.3. Michelle Korman Contact Center Manager at Eastbay, Inc.; mkorman@eastbay.com
5.4.2. Angelique Adams Director of Contact Centers at Foot Locker; aadams@eastbay.com; "Directs the processes and procedures of Call Center Support services. This includes Internet Customer Service, Administrative Support Department, Mail Order Operations, Payment Processing (including credit card fraud prevention), and related support units and mechanisms"
5.4.3. Maddie Opal Director of Call Centers at Footlocker.com; mopal@eastbay.com
5.4.4. Oshkosh
5.4.4.1. Carla Kinderman Call Center Supervisor at Eastbay, Inc.; ckinderman@eastbay.com