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Social Service in the Contact Center
 

Social Service in the Contact Center

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    Social Service in the Contact Center Social Service in the Contact Center Presentation Transcript

    • “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
    • Round up your strategy team your name
    • Build the Social Media Strategy Goal Reporting Mission Strategy Programs Benefits Resources your name
    • For More Information Andrew Maher Managing Principal Strategic Consulting Avaya http://xeesm.com/AndrewMaher/ @serviceplease20 your name
    • 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
    • THANK YOU your name