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“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 t...
Delivering a “Social” Service• Requires attention to your “followers”• Contact center has the mass and the  tools• Followe...
What needs to be done?• What processes need to be defined for  clear escalation paths?• Should the contact center really b...
Getting there is not hard            Assess              Align        Recommend                            your name
AssessmentCustomer     BrandPartner    Competitor                        your name
Alignment Strengths      Weaknesses           SWOTOpportunities     Threats                             your name
Round up your strategy team                          your name
Build the Social Media Strategy                    Goal      Reporting               Mission                  Strategy    ...
For More Information    Andrew Maher    Managing Principal    Strategic Consulting    Avaya    http://xeesm.com/AndrewMahe...
Publications• Social Media im Kundenservice –  Smart Service im Social Web   – Juni 2011, u.a. A. Maher   – http://bit.ly/...
THANK YOU            your name
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Social Service in the Contact Center

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Transcript of "Social Service in the Contact Center"

  1. 1. “Social” Service Can contact centers handle this? your name
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. Getting there is not hard Assess Align Recommend your name
  6. 6. AssessmentCustomer BrandPartner Competitor your name
  7. 7. Alignment Strengths Weaknesses SWOTOpportunities Threats your name
  8. 8. Round up your strategy team your name
  9. 9. Build the Social Media Strategy Goal Reporting Mission Strategy Programs Benefits Resources your name
  10. 10. For More Information Andrew Maher Managing Principal Strategic Consulting Avaya http://xeesm.com/AndrewMaher/ @serviceplease20 your name
  11. 11. Publications• Social Media im Kundenservice – Smart Service im Social Web – Juni 2011, u.a. A. Maher – http://bit.ly/SMimKundenservice• ServicePlease Blog – http://serviceplease.de/ your name
  12. 12. THANK YOU your name
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