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Social Media New Frontier

Social Media is the New Frontier. The revolution has started, are you ready? Get the basics to start your social media hub, a list of tools and ways to integrate into your contact center, call ...

Social Media is the New Frontier. The revolution has started, are you ready? Get the basics to start your social media hub, a list of tools and ways to integrate into your contact center, call center, operation.



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  • Welcome – My name is Keith Fiveson – Thank you all for being here, I would also like to thank the conference organizers for giving me the opportunity to speak with you today. By a show of hands – how many of you are A_ on the Sell Side – as Service providers – meaning you currently have a call center and you provide outsourcing to operations?B. On the buy side – meaning you are captives, run your own call center internally, you do not outsource?C. On the influencing side – meaning you are consultants, like me, and might have knowledge or expertise in the industry but don’t run an operation?D. You are technology companies that provide software, hardware or telecom services to the industry?

Social Media New Frontier Social Media New Frontier Presentation Transcript

  • Exploring the "New Frontier" for Global Contact Centers:
    Keith Fiveson
    1-212-463-0043 | itesa.com
    ANY ONE?
    SEE ME,
    HEAR ME,
  • Agenda
    The world is Changing - Shifting
    Social media impacts your contact center strategy
    How to implement a social media "hub" in your business
    How social media can impact customer service
    How social media can reduce costs
    Second Life Meets Social Media… if we have time…
  • Social media is a new opportunity
    It’s like a democracy:
    for the people,
    of the people
    and by the people
  • be aware
    form opinion
    Social Media: The Big Picture
    (Think “funnel”)
    (Think “megaphone”)
  • It complements existing contact center platforms and strategy..
    Contact Center
    Phone-Website -Email -Chat-
  • Social Networking it’s another Channel
    Establish & manage yours, and your customers brand presence online.
    Makes your customers, and your unique voice heard…leverages VOC
    Let’s you stay abreast with consumers opinions on service/brands.
    Extension to your existing customer support points.
    Provides a 360 view for your customers and their consumers.
    Bridge distances between you and your clients, friends and family.
    Knowledge or reports on trends and current events in near real time.
  • Impact of social media on customer service
    Social media outposts empower 24/7 customer service
    Worldwide reach – Serves your customers from your local hub that is global, local and intimate (one2one)
    Quick resolutions & solutions
    Damage control – Stop that chatter before it destroys your brand
  • How do you prepare a call center to Engage On the New Frontier?
  • 1. Build a team of social media agents
  • So you have a dedicated social media team.
    What next?
  • 2. Develop your listening station
  • The benefits of listening in!
  • Case Study :
    Every day:
    6000 people by phone
    300+ people by live chat
    100,000 people through social media interactions
  • It’s all about human emotions!
  • 3. Be active and present on the major networks
  • 4. Brand management
    What people are saying
    What needs to be said
    What needs to controlled
    What must be avoided
  • 5. Use various tools for maximum efficiency!
  • Some companies offering social media management “engagement” tools
    Autonomy Interwoven – Social Media Analysis: An extensive set of intelligent connectors into social networks, enabling a single point of search for all user generated content.
    Avaya – Facephone: This Facebook application lets consumers communicate with a contact center by initiating a phone, IM or video session directly from within Facebook.
    Interactive Intelligence(i3), Skype, Broadsoft and IntelePeer, etc..etc…
  • Open source is the way to go.
  • Social media and the new age apps
    Customer can reach the contact center from website
    The client registers a complaint on website/social media and the contact center takes immediate action (by way of call)
    Real time assessment of customer satisfaction with micro blogging platforms like twitter. (Dell makes $3 million in sales from their twitter account alone.)
    Real time feedback and product reviews can guide your company’s further course of action
  • -------- 360 View --------
    Contact center
    Live chat
    Social media
  • Orchestrate, Activate & Grow
    Determine which sites will be outposts and passport sites
    Integrate your outposts and passport sites with your company’s main website, or home-base
    Respond to comments, forum threads and reviews
    Incorporate social media into your CRM planning processes
    Continue organically growing your outpost and passport communities
    Brainstorm ideas for delivering extra value
  • The major benefits
    Communicate on a one-to-one level with your consumer base and build your brand value
    Transparent, ongoing theme for getting the "word out" and supporting your brand
  • Impact of Social media presence on customer service
    Increased customer satisfaction
    Increased customer loyalty
    Customer complaints reduction
    Handling of customer queries becomes faster with the addition of another platform (360 view)
    Reach your customers quickly for feedback, reviews and testing new products etc.
    Increase in brand value
  • Impact on Costs
    Reduction of marketing costs
    Reduction of contact center costs
    Reduction of time on emails
    Increased efficiency thus reducing further costs
    Reduction in expenditure on marketing
  • Impact on Business & Revenues
  • Social Networking Is Event based
    Creates events, news, information
    Addresses events - consumer opinion, news and – gossip bad buying experiences
    Supports and provides thought leadership to the brand with current & insightful perspectives
  • Parting thoughts
    As your contact center develops these units & you gain experience – you can develop Social Media As a Service (SMAS) to offer to your clients
  • Second Life for Social Media?
  • Thank you!
    Any Questions?
  • “Power through knowledge”
    Global Contact Center University
    Classroom & Online Certificate Programs
    Agent | Supervisor | Management