Internet-based social networking is giving customers a vehicle for spreading good and bad news in the click of the mouse. New communication channels are altering customer expectations about service, even if most companies are not yet responding to the new opportunities. Most customer service departments and contact centers are still supporting their traditional channels, including voice calls, emails and possibly chat sessions. Customers are making it blatantly clear that social networks—Facebook, Linked In, wikis, Twitter, etc.—are here to stay. It's time for enterprises to incorporate these unsolicited service channels into their operating procedures. Customers have many choices and are going to do business with companies that deliver products and services that are most appropriate for them. This session will focus on emerging trends in social media, the opportunities and challenges they present to the enterprise and possible ways to adapt traditional contact center methods to this growing customer channel.