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Heather Fletcher is senior content editor with Target Marketing.

The best solution, really, to improving customer interaction with the call center is to have agents who are up to the task of having natural conversations. That's the advice marketing vendors provided when asked to suggest ways to perfect call center scripts.

If there is one organization that should embrace social media, it's the United States Post Office. Instead, the USPS ignores social media, actively shunning it. In this session, the presenters look at the USPS, offering suggestions how it, and other resistant organizations, can and should implement social media.

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