Transcript of "Social Service in the Contact Center"
“Social” Service Can contact centers handle this? your name
Me & SoMe? NIMBY*• Meeting and greeting fine, but I don’t want to show my dirty laundry to everyone• I want to control the conversation• Social is just full of negative sentiment• I cannot prepare for viral attacks * George Carlin’s – “not in my backyard” your name
Delivering a “Social” Service• Requires attention to your “followers”• Contact center has the mass and the tools• Followers will want qualified, personal attention• Skills of personnel need to be empowered & know when to escalate your name
What needs to be done?• What processes need to be defined for clear escalation paths?• Should the contact center really be the front line?• Will this just be a slow motion train wreck? your name
Getting there is not hard Assess Align Recommend your name
AssessmentCustomer BrandPartner Competitor your name
Alignment Strengths Weaknesses SWOTOpportunities Threats your name