Social Media overview and Best Practices for the Call Center Industry

1. The Game Changer: Social Media for Call Center Professionals Liz DeLoach Social Strategies March 10, 2011

4. Why Social Media? According to a 2010 study by The Society of New Communications Research (SNCR): 59% percent of study respondents said they regularly use social media to "vent" about their own customer care frustrations 72% of respondents said they used social media to research a company's reputation for customer care before making a purchase 74% percent choose to do business with companies based on the customer care experiences shared by others online

5. Why Social Media? A survey by Nielsen Online showed that social networks and blogs are now the fourth most popular online activity, even more popular than personal email . Social sites are free and easy to use They can be used to drive traffic to your website (Social Bookmarking) They provide an opportunity to listen, anticipate problems, and influence the conversation already present about your brand

15. Business Blogs Are short entries, usually 200-400 words, on a topic of interest or one about which you are knowledgeable Should be attached to your existing website, or can be created on sites such as eblogger or Wordpress Allow you to establish yourself as a thought leader Can boost your site’s search rankings when updated with fresh content routinely – content is king!