Social Networking and Call Centres

Connie Crosby Rob Reid Dara Renton presented to The Contact Professionals Alliance May 13, 2008

What is Social Networking?
How is it being used by businesses and consumers?
How does it impact call centres today?

1994 1996 1998 2000 2002 2004 2006 2008 2010 we are here Harvard only Everyone craigslist

Konstantin Guericke, Marketing VP, LinkedIn http://www.infotoday.com/online/nov04/Bardon.shtml December 2004 A definition of social networking

image courtesy luxamart.com

http://www.tripharbour.ca & http://www.tripharbor.com

http://www.unilever.ca

link link

Dove: http://www.campaignforrealbeauty.ca /

http://www.axe.ca

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http://richardatdell.blogspot.com /

Dell Community Ambassadors

Photo courtesy Michael Mistretta , used under Creative Commons Tommy Vallier, Community Developer, Talkshoe.com

Saul Colt - “Director of Magic”

RoadBurn 2008

Proprietary or private information may appear online

Employees may talk about their jobs

Employees may complain about co-workers

Employees may participate in great social networks

Customer self service and support

Media Literacy
Privacy
Copyright
“ Terms of Use”
Company Policies

Acceptable Use of Technology
Access to Information and Protection of Privacy
Communications Policy
Conflict of Interest Policy
Employee Code of Ethics
Human Rights and Harassment Policy

Develop a “Community Manager”
Encourage customer generated content
Enable employee collaboration

michaelgeist.ca (lawyer)
robhyndman.com (lawyer)
The Wealth of Networks, Yochai Benkler
We Think, Charles Leadbeater
PEW Internet Studies (U.S.)
Ofcom Study on Social Networking (U,K)
Base Camp Project Management
Wikis in Plain English
http://www.pipl.com

Connie Crosby, Crosby Group Consulting
416-919-6719 | [email_address]
http://conniecrosby.blogspot.com
Dara Renton, Toronto Public Library
[email_address]
Rob Reid, Osler, Hoskin & Harcourt LLP
[email_address]

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Social Networking and Call Centres

by Connie Crosby on May 20, 2008

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Social Networking and Call Centres — Presentation Transcript