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About the author
Al Hopper has over 20 years of customer service experience, including more than a decade in the contact center space. He leveraged his MBA from the American Public University System to become Co-Founder of SocialPath Solutions. As Director of Operations he builds key processes and business relationships with clients to develop their social media customer service operations through consulting and hosted social media response teams. Al has been nationally recognized as a social media thought leader since 2013 when he was first listed as one of the Top 100 Most Social Customer Service Pros on Twitter. In January 2016 he was included as one of ten thought leaders in a 2016 Microsoft e-book about trends in customer service.