Connie Crosby presented to The Contact Professionals Alliance September 10, 2008 Social Networking and How it is Affecting Business

Connie Crosby Rob Reid Dara Renton presented to The Contact Professionals Alliance May 13, 2008 Based on the presentation…

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

What is Social Networking?

How is it being used by businesses and consumers?

How does it impact call centres today?

image courtesy luxamart .com

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

link link

http://www.axe.ca

http://richardatdell.blogspot.com /

Dell Community Ambassadors

link

part of the company’s recruitment strategy

Saul Colt - “Director of Magic”

link

… and potential new employees!

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

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

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

Develop a “Community Manager”

Encourage customer generated content

Enable employee collaboration

Questions ??

Thank you Connie Crosby Principal, Crosby Group Consulting [email_address] Cell (416) 919-6719 http://www.crosbygroup.ca