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Social Media and the Contact Centre presented by Mike McMinn, Amtel Communications
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Social Media and the Contact Centre presented by Mike McMinn, Amtel Communications

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Taking a fresh look at what social media means from a customer services perspective. Reviewing what the current social media landscape looks like, identify key areas for consideration in terms of …

Taking a fresh look at what social media means from a customer services perspective. Reviewing what the current social media landscape looks like, identify key areas for consideration in terms of managing this channel via the contact centre. This presentation will arm you with an overview of how to plan, execute and maintain your social media interactions as well as presenting some of the challenges that can be found. Recommendations are provided in terms of best practice and thoughts for future.

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  • 1. Introduction Social Media and the Contact Centre • Mike McMinn – Project Manager / Business Analyst • Amtel Communications Limited • Interactive Intelligence ProductsInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 2. Introduction Social Media and the Contact Centre • What Is It? • Why Bother? • How? • The Challenge • A Few Thoughts On The FutureInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 3. What Is It? Definitions • Interaction • Communication • Social • Dialogue • PersonalInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 4. What Is It? We’re All Social Media Experts • We all know how to talk • We all know if someone is rude • We all know what makes us feel comfortable • We all know what gives us confidence in a brandInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 5. What Is It?Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 6. What Is It? Top 10 Most Popular Social Networking Sites - 15/8/2011 736,000,000 32,000,000 200,000,000 25,000,000 115,800,000 15,500,000 80,500,000 27,000,000 60,000,000 12,000,000 Source: http://www.ebizmba.com Estimated Unique Monthly Visitors - Aug 2011Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 7. What Is It? Top 10 Most Popular Social Networking Sites - 20/6/2011 750,000,000 25,500,000 250,000,000 20,500,000 110,000,000 19,500,000 70,500,000 17,500,000 65,000,000 12,500,000 Source: http://www.ebizmba.com Estimated Unique Monthly Visitors - Jun 2012Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 8. What Is It? The Facebook PhenomenonInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd Source: http://roymorejon.com/top-10-social-networking-websites-of-2012/ ©2009 Interactive Intelligence, Inc.
  • 9. What Is It? Top 10 Most Popular Sites In New Zealand 1 6 2 7 3 8 4 9 5 10 Source: http://www.alexa.comInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 10. What Is It? What Is Social Media Being Used For? • Participating • Making Connections • Having Conversations • Building CommunitiesInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 11. Why Bother? The HypeInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 12. Why Bother?Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd Source: http://www.idfive.com/ ©2009 Interactive Intelligence, Inc.
  • 13. Why Bother? 1995 - Déjà VuInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 14. Why Bother? Latest Social Media Statistics • Over 1 billion users on the social web • 500 million registered Twitter accounts • 140 million tweets sent a day • LinkedIn over 150 million users • Social Media Ad Spending Projected to Hit $8.3 Billion in 2015 • Recent ININ survey identified a 3rd of Social Media Users • 700,000+ NZ users ready to interact via social mediaInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 15. Why Bother?Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd Source: http://www.schools.com/visuals/social-media-making-us-socially-awkward.html ©2009 Interactive Intelligence, Inc.
  • 16. Why Bother? How The Markets Are Self-Organizing ThemselvesInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 17. Why Bother? Reporting Problems about Your Products and ServicesInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 18. Why Bother? But unlike other channels, this channel is NOT directed to youInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 19. Why Bother? Your Customers are Talking….. about YOU Are You Listening? • If you don’t know about it you can’t influence it • Lose touch with you customers • Potential for bad PR, their not interested • Eventually it could effect the bottom lineInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 20. Why Bother? Why does this matter to your business? • Social creates new channels of communicationInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 21. Why Bother? Technology Advances • Proliferation of Social Media on all types of devices • Solutions allow you to route them like any other channel Competitive Reasons • Expectations are increasing – to compete you must meet these demands • Customers desire the ability to decide when and how they will communicate with your firm • Opportunity to leap frog competition • Customers will go ELSEWHEREInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 22. Why Bother? Cost Efficiencies • Self-Service can reduce calls into the contact centre by 12-14% • Usually the 2nd channel added is email, which increases the reduction to 16-18% • If you add chat, it goes up to a 25% reduction in calls • When someone deploys a second channel, typically they then deploy the 3rd channel within a period of 12-18 months.Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd Source: Gartner Group ©2009 Interactive Intelligence, Inc.
  • 23. How! You’ve Got a Plan, Right? • Plan • Execute • Listen / Maintain • EvolveInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 24. How!Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 25. How!Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd Source: http://www.fishburn-hedges.co.uk ©2009 Interactive Intelligence, Inc.
  • 26. How! Key Areas to Consider Social • Do you want or need to add Video Media social media yet? Web Call- • What to Consider with SMS Chats back Channels. • How to Respond? Emails Faxes • How to Report/Monitor? Calls Contact Center AgentInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 27. How! What to Consider with Channels • Customers • Information • Latency • Complexity • CostInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 28. How! The Right Tools • Structured Data • Social Media Analytics • Integration Platform Analytics Solution Contact Centre SolutionInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 29. The Challenge Based on Real Life Case Studies • Hesitancy • Technical Hurdles • Operation Hurdles Large NA Insurance CompanyInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 30. The Challenge Key Pieces of Advice Offered • Don’t ignore it • Use the tools out there today and start monitoring • Planning is key • Evil EmpireInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 31. The Challenge Some Ideas on Best Practices • Survey your customer base • Identify the skills and capabilities • Select the appropriate talent • Select the appropriate technology • Create a process to “listen” • Track social media progress in driving engagement • EvolveInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 32. What’s Next! The A Few Thoughts on the Future • Internet Fundamental Economic Instrument • The Generation Gap – Mobile Apps • Zynga Revenue $660M Virtual Goods • Data Aggregation - “Data will be the next Oil!” - Gerd Leonhard • Gartner 2015 Predictions About Context. • Facebook will be the Next BBCInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.
  • 33. Thank You For ListeningInnovative Communication Solutions for New Zealand Businesses www.amtel.co.nz Innovation • Experience • Value www.amtel.co.nz ©2012 Amtel Communications Ltd ©2009 Interactive Intelligence, Inc.