4 Easy Steps on how to Super Charge your Contact Center, EiG 2011 Milano Keynote

4 Easy Steps on how to Super Charge your Contact Center EIG MILANO 2011 Joakim Nilsson, Head of Social Media

The 4 Step Process Starts With Listening 1 2 3 4

Step 1: Identify your Customers and prospects

Who are they, and where do they live? Identity Estimated Reach Twitter.com/Jason32 34K followers Blog Super Sport 10K/monthly ForumMania78 0,6K imp MegaPunter_56 1,2K imp

Step 2: Analyze the monitoring data

Did you find customer complaints?

Any product feedback found?

What’s being said about your competition?

Nothing, rien de tout, nada, ingenting?

Identify your opportunities List your monitoring results Identify your opportunities Customers are complaining about our products and services
Could your customer service team help here?
Would the product owners be concerned?
Product feedback identified
How do you ensure it reaches the relevant internal stakeholder?
Competitors was mentioned in same threads as us
Could this be a sales opportunity?
Our products, brand or services are not being mentioned at all
Somewhat likely for small brands.
How can you energize your customer base to talk positively about you?

Step 3: Take action and engage

Build actions from the opportunities Identified opportunities Possible actions/programs Customer service teams to address public customer complaints
Develop a program with education, tools and processes for customer service in social channels
Product feedback identified that could be interesting knowledge for product owners Ensure a process is in place together with collaborative tools to route product information to relevant stake holders Competitors was mentioned in same threads as us
Setup a daily report to the sales team with new sales opportunities to engage with
Our products, brand or services are not mention at all
Target customers with an online survey aimed at identifying your Net Promoters and develop programs tailored to them

Step 4: Evaluate the results

What was the outcome? Actions/Programs Desired Results
Develop a program with education, tools and processes for customer service in social channels
Descreased number of inbound e-mails resulting in lowered overall operating costs
Ensure a process is in place together with collaborative tools to route product information to relevant stake holders Increased customer satisfaction based on the new product enhancements you develop
Setup a daily report to the sales team with new sales opportunities to engage with
Increased sales reach
Target customers with an online survey aimed at identifying your Net Promoters and develop programs tailored to them
Increased brand reach

Monitoring Tools That Can Help Your Program, free or enterprise? Free tools Enterprise tools Google Alerts Radian 6 Ice Rocket Synthesio Social mention Brandwatch Board reader Sysomos Yahoo Pipes ( http://pipes.yahoo.com/pipes/pipe.info?_id=f1ae63990f6d5b9e48ce807a77bb9995 ) Alterian SM2 (Free up to 1K mentions/month) Monitorthis.77elements.com Attentio Trackur Meltwater Buzz

Automated sentiment is a guidence at best How does the tool fetch data from social networks? Do the vendor have the Twitter Firehose? Are the vendor crawling data from Facebook or connect directly via the developer API or public RSS-feeds? Do you need to monitor other languages than English? How well does the tool filter languages? Are your core markets supported? Is there a lot of noise in your industry? How well does the tool allow you to filter data, include and exclude sources? Who will use the tool internally in your organisation? How easy is it to use? How much time is needed to be spent on training? Can you extract the data? Fancy PDF’s are nice, but can you extract the raw data and suply your number crunchers? Does the data need to plugin to other BI-systems? A short buyers guide to monitoring tools

When it all comes together

Thank you and good luck with your monitoring project! I’m @JoakimNilsson on twitter, if you want to stay in touch

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4 Easy Steps on how to Super Charge your Contact Center, EiG 2011 Milano Keynote

by Joakim Nilsson on Sep 21, 2011

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4 Easy Steps on how to Super Charge your Contact Center, EiG 2011 Milano Keynote — Presentation Transcript