Tim Lopez

Head of Global Social Media Customer Care, Norton Support and Services
Symantec Corp.

Tim Lopez leads the Global Social Media Customer Care team for the Norton Support and Services group at Symantec. Tim started at Symantec in Engineering, but after noticing customers needed help on Social Networks but were being ignored, he took his Customer Service background, applied it to product knowledge and love for social networks, and started replying to these customers - provided them with direct support. It didn't take long for the company to notice this 'vigilante' was providing excellent customer experiences, and the company moved to make this an official company endorsed effort. Tim now in charge of Social Media Customer Care Strategy and leads a team of Social Support Agents across the globe who respond to customers on social networks, as well as other areas across the web, with one goal in mind - Surprise and Delight Customers in their channel of choice.

Check out the incredible speaker line-up to see who will be joining Tim.

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Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017

Monday, February 4th, 2019

5:00 PM CASE STUDY REVOLUTION: Empowering Genuine Empathy From Your Agents

Empathy is becoming more and more valuable and is deeply desired as a core trait in your agents. How do you manage to keep empathy as a priority when agents are becoming more and more complacent? How do you train your agents to invest themselves in your customer’s success? In this session, we will explore the fundamentals of conveying genuine empathy to your customers, how to enable a culture of customer-centered care agents, and the anatomy of a positive customer care experience through a deep and passionate discussion that will change the way you look at and view your customers.

Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.