• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO
 

Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO

on

  • 248 views

The 2011 KC Call Center EXPO afforded hundreds of contact center managers some fantastic insight into the ever evolving faces of their centers. With nothing constant but change, Temetic Research ...

The 2011 KC Call Center EXPO afforded hundreds of contact center managers some fantastic insight into the ever evolving faces of their centers. With nothing constant but change, Temetic Research provided innovative, invaluable ideas on the ways and means of quickly focusing in on what centers should paying attention to the in the social media world. With the new face of interactions agents and centers must be skilled to handle, Temetic and their expertise provided definitive areas that centers can and should be mindful of in order to continue to offering proactive, customer service that exceeds expectations and surpasses competitors.

Statistics

Views

Total Views
248
Views on SlideShare
248
Embed Views
0

Actions

Likes
0
Downloads
1
Comments
0

0 Embeds 0

No embeds

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO Presentation Transcript

    • Social MediaProfessional interaction in a changing worldKC Call Center Expo 2011
    • Who is wasting my time today....
    • Who is taking my time today....
    • Who is taking?
    • What is social mediaSocial Media is any system that allows the “standard user” to contribute content to thecommunity that may become featured or highlighted by the system.Examples:✤ Facebook ✤ Foursquare ✤ MySpace✤ Twitter ✤ StumbleUpon ✤ Slashdot✤ Google + ✤ LinkedIn ✤ Bebo✤ Digg ✤ MeetUp ✤ Friendster
    • Let’s Play the Feud
    • Question 1What is the average age of social media user who are also contributors? The average age of users varies across social media platform however the “mean” age is 37 and the most common / active demographic is 35 - 44 years old
    • Question 2What is the average age of Twitter Users? 39 years old
    • Question 3What is the average age of Facebook users? 38 years old
    • Question 4What percentage of social media users are women? 84% of the total social media population are women. However specific social media platforms vary wildly.
    • Question 5What is percent of Twitter users are female? 59%
    • Question 6What is percent of Facebook users are female? 57%
    • Question 7What is percent of Social News site users are female?Example: Digg, Reddit & Slashdot 18%
    • Question 8What is the most active time of day for twitter? 5:15 pm
    • Question 9What is the least active time of day for twitter? 8:00 am
    • Question 10What is the optimal number of posts per day on Facebook to receive the most amount of“likes”? 5.5 posts per day for optimal responses. The “user” whom has the record number of likes in the surveyed period of 1 million likes in a day posts between 5 and 6 posts per day.
    • Question 11What is the most active day on Facebook? Friday night - Saturday afternoon produces the largest number of posts / shares.
    • Question 12What is the most active time of day on Facebook? 11 am produces the most amount of activity... 5am and 2pm are the least active time period
    • Question 13What is the optimal time of day to post a message to reach the maximum number ofFacebook users that have “purchasing power”? 9 am - 5 pm during the business day proves to the best time to reach these consumers followed by 5 pm - 11 pm. Surveys show as consumers purchase more smart phones; usage during business hours grows in direct proportion.
    • Why is social media important? Humans have continuously improved and speed up access to information and the pace of communication. People communicate more often and with shorter answers. This results in their communications become less contextually relevant.
    • Effective use of social mediaIdentify, track, plan, build, interact, sell, measure, report✤ Know your demographic✤ Track and consolidate users across communication channels✤ Plan when we communicate and what to say✤ Build a community✤ Be a person not a company✤ Measure response rates, times, behavior, and "influence"✤ Report on "activity" not progress
    • What works in the social web?✤ Online surveys✤ Participation awards - gifts, online awards, acknowledgment✤ Honest responses even when you look "bad"✤ Frequent posts that are not “salesy”✤ Personalized interactions✤ Unification of corporate voice✤ Recognize your friends, enemies and frenemies
    • When should we get started2 years ago
    • Why should a business care?• Increased sales• Increased customer loyalty• Keep us with “The Jones”• Customer satisfaction• Direct and honest feedback to improve products and services.
    • Can this be a service? Yes Businesses are busy and this is a full time job. Just as man phones for calls businesses need to be watching and monitoring the online conversations and directed and requested feedback.
    • What is PACE?Simple Integrated Social Media
    • PACE vs Them?PACE Respond to the messages that matterThem All messages matter
    • Thank You