Become a Social Business | Call Center Week 2014 Workshop G

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Become a Social Business | Call Center Week 2014 Workshop G

Introducing Stratus Contact Solutions

We provide one-to-one customer engagement solutions through our multi-channel contact center that incorporates social media, chat, email and traditional call center services. This multichannel capability provided by Stratus offers customers the ability to maximize their ROI through various programs encompassing sales and lead generation to customer service and retention.

Improving Sales Effectiveness and Customer Experience

Stratus, A division of ILD Corp, provides companies direct and cost effective solutions to meet and exceed customer expectations by incorporating social listening, sentiment, multi-channel techniques and comprehensive data analytics into traditional outsourced sales and customer service.

Since 1996, ILD Corp has been a trusted multi-channel contact center provider to companies of all sizes. Beginning in 2006, we have been a leader in online data gathering and analytics in both social media and traditional media.

Social Strategy1, a sister company, developed a proprietary data-mining platform to provide companies with analyst supported social media monitoring, analysis and managed services.

Pioneering the Social Media Enabled Contact Center

Stratus is a leading provider of social media enabled sales and service solutions utilizing inbound and outbound social media techniques. Social media is ingrained in our culture. Our sister company, Social Strategy1’s data mining and social media technology is integrated in every step of our process. Ensuring our customers true voice of the customer data from all recorded calls, live chats and social media conversations in one easy report.

Quick Facts About Stratus
• Multi-channel contact center providing onshore, near shore, and off shore capabilities
• Dedicated bilingual agents available for both Spanish and English.
• We specialize in inbound, outbound, social media, live chat, and email services.
• PCI Compliant


http://stratuscontactsolutions.com

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Become a Social Business | Call Center Week 2014 Workshop G

  1. 1. Call Center Week 2014 Become a Social Business Workshop June 10, 2014 | Las Vegas, NV
  2. 2. http://stratuscontactsolutions.com BECOME A SOCIAL BUSINESS 15th Annual Call Center Week Conference & Expo June 10 | Mandalay Bay Resort & Casino, Las Vegas, NV
  3. 3. http://stratuscontactsolutions.com Workshop Details Workshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G “Become a Social Business” The workshop is for leaders in customer service who need to shift from using social as a function to incorporating it as a business-wide strategy. Social media and customer service experts will lead attendees through interactive presentation, relevant client-based case studies and best practices.
  4. 4. http://stratuscontactsolutions.com Notebook, Agenda & Survey
  5. 5. http://stratuscontactsolutions.com Mobile Survey Please visit http://bit.ly/ccw14info
  6. 6. http://stratuscontactsolutions.com Q&A by Twitter For any questions to be discussed during Q&A please tweet: @stratuscxm “Your Question” #ccw14
  7. 7. http://stratuscontactsolutions.com Visit us at Booth 58
  8. 8. http://stratuscontactsolutions.com Workshop Agenda
  9. 9. http://stratuscontactsolutions.com Mike Lewis Social Media Leadership Author “Social Media Leadership”, 30 year telecom veteran and serial entrepreneur provides overview of Stratus and how new media will impact the growth of your business. Touch points • Creating new business opportunities • Contact center & the business mission • Enterprise ROI model • Becoming a social business
  10. 10. http://stratuscontactsolutions.com How Stratus and the application of new media will grow your business
  11. 11. http://stratuscontactsolutions.com Stratus Contact Solutions
  12. 12. http://stratuscontactsolutions.com Stratus Background Improving Sales Effectiveness and Customer Experience We provide one-to-one customer engagement solutions through our multi-channel contact center that incorporates social media, chat, email and traditional call center services.
  13. 13. http://stratuscontactsolutions.com Pioneering the Social Enabled Contact Center • Demonstrated success of a real world contact center that is “fully optimized” and “socially-enabled”, and how the contact centers can be transformed to a Center of Excellence that can directly and substantially contribute to the growth of your brand and business
  14. 14. http://stratuscontactsolutions.com Social Media Leadership • What executives need to know • Outline best practices for success
  15. 15. http://stratuscontactsolutions.com
  16. 16. http://stratuscontactsolutions.com Our customers • Companies, executives and entrepreneurs • Intimidated by the language and terminology of social media • Confused by the practical application of platforms • Difficulty identifying best practices to grow their business
  17. 17. http://stratuscontactsolutions.com Leveraging social media to reduce marketing costs and increase customer satisfaction
  18. 18. http://stratuscontactsolutions.com Social media as a function Strategy
  19. 19. http://stratuscontactsolutions.com Businesses are using social for • Creating New Business Opportunities • Marketing, customer engagement & product development • Engaging in the workplace & Lead generation • Creating more return customers
  20. 20. http://stratuscontactsolutions.com Your company’s mission statement
  21. 21. http://stratuscontactsolutions.com Mission Statement • Should describe your purpose for being in business • Statement of your goals and philosophies that support them • Contain operating goals • Describe relationships with customers, shareholders and partners • Describe future growth
  22. 22. http://stratuscontactsolutions.com How does your contact center fit into your company’s mission statement
  23. 23. http://stratuscontactsolutions.com Does it properly convey your beliefs to customers and prospects?
  24. 24. http://stratuscontactsolutions.com Are you engaging your customers where they choose?
  25. 25. http://stratuscontactsolutions.com Does data for your contact center match data from other insights online?
  26. 26. http://stratuscontactsolutions.com How do you establish an Enterprise ROI process to combine the utilization of social media with traditional contact center engagement to achieve the growth goals outlined in your mission statement.
  27. 27. http://stratuscontactsolutions.com Social Business
  28. 28. http://stratuscontactsolutions.com Helping businesses adapt to the new world of customer care and acquisition is our mission and reason to exist.
  29. 29. http://stratuscontactsolutions.com You have to play to win and Stratus will make you a winner!
  30. 30. http://stratuscontactsolutions.com ILD Corp Brands
  31. 31. http://stratuscontactsolutions.com Dennis Stoutenburgh Social Media Customer Engagement What is social customer service? What are the best practices? How can social supplement inbound and outbound tactics? Who are the companies / case studies to follow? Key Touchpoints • Social Listening for call center • Social media for Inbound / Outbound • Social media win-back programs
  32. 32. http://stratuscontactsolutions.com Schedule an appointment Stratus representatives will be at booth 58 through out Call Center Week 2014. Schedule an appointment • http://bit.ly/ccw14info • 855-875-CHAT
  33. 33. Dennis Stoutenburgh Social Media Customer Engagement What is social customer service? What are the best practices? How can social supplement inbound and outbound tactics? Who are the companies / case studies to follow? Key Takeaways • Social Listening for call center • Social media for Inbound / Outbound • Social media win-back programs
  34. 34. http://stratuscontactsolutions.com Socialnomics 2014 video
  35. 35. http://stratuscontactsolutions.com Socially Enabled Consumer – Embrace Them! 1. Unprecedented access to Voice of Consumer a) Preferences – Product, Service, Sentiment b) Competitive Insights 2. Limitless Engagement Opportunities 3. Transformative Data Intelligence a) Enhance Customer Experience b) Execution – new menu items, management c) Growth Strategy – markets, expansion
  36. 36. http://stratuscontactsolutions.com Why Brands Don’t • Message not controlled – scary! • Early Social Metrics – Fans, Followers, etc – No Attributable ROI • Mistakes can go Viral WHITEBOXSOCIAL.COM | @WHITEBOXSOCIAL
  37. 37. http://stratuscontactsolutions.com Why Should They? • Harvard Business study shows one star Yelp increase can increase revenues by 5 to 9 percent. • Harris Interactive study reports 71% of consumers rely on peer ratings and reviews to influence purchase decisions. • More than 50% of Americans trust User Generated Content (UGC) over corporate websites (16%) or news articles about a company or product (14%) (Bazaar Voice). • Nielson Global Survey reports online customer reviews are the second most trusted form of advertising (70%) only behind personal referrals from friends or family. Answer: Your Business Future May Depend on It!
  38. 38. http://stratuscontactsolutions.com What Are The Social Metrics That Matter? Likes? Followers? Sales?
  39. 39. http://stratuscontactsolutions.com There’s a Problem with Attribution
  40. 40. http://stratuscontactsolutions.com Engagement is Economics Forrester Report: % probability of having made a brand-related purchase within 12-months
  41. 41. http://stratuscontactsolutions.com Why Do Customers Engage? 1. Rewards – Discounts, Sales 2. Communications – Opportunities, Customer Care 3. Entertainment 4. Community – UGC – Aligned Goals Customers Want to Engage – Provide Value
  42. 42. http://stratuscontactsolutions.com Customer Expectations Changing
  43. 43. http://stratuscontactsolutions.com Social Customer Care is Marketing Customers expect to be engaged throughout the entire product lifecycle, not just during sales process. Social Care Best Practices - Proactively Reactive 1. Timely 2. Relevant 3. Personal
  44. 44. http://stratuscontactsolutions.com Timely
  45. 45. http://stratuscontactsolutions.com Relevant
  46. 46. http://stratuscontactsolutions.com Messaging regardless of Purpose (Marketing, Research or Care) Must be Personalized! Social Media provides window to personalize the message Brands need to take Advantage • Issue • Channel Preference • Location • Influence Non-personalized messaging: Channel Irritation WHITEBOXSOCIAL.COM | @WHITEBOXSOCIAL
  47. 47. http://stratuscontactsolutions.com Building an Engaged Community 1. Social Listening drives Strategy 2. Platform Analytics 3. Brand Content Creation driven by Listening Campaign 4. Community Management 1. UGC drives Engagement 2. Social Care – drives loyalty, connects with audience 3. Ratings and Reviews Matter – A Lot!! 4. Transparency = Trust 5. Empowered Communities drive revenue, product development, loyalty, affinity and creativity WHITEBOXSOCIAL.COM | @WHITEBOXSOCIAL
  48. 48. http://stratuscontactsolutions.com Connect
  49. 49. http://stratuscontactsolutions.com Connect Applications • Brand Awareness and Engagement – Education – Universities & skilled trade – Restaurants – Entertainment – Retail – Communications – Wireless • Customer Care
  50. 50. http://stratuscontactsolutions.com It’s All Measureable
  51. 51. http://stratuscontactsolutions.com Key Takeaways 1. It starts with Social Listening and should be a integral part to an ongoing Social Strategy – Define Success – Measurable, Meaningful Metrics 2. Social media users want you to engage with them - Deliver Value 3. Messaging Must Be - Timely, Relevant and Personal 4. Create meaningful content and you’ll foster brand advocates 5. Communities should be Fostered not Controlled! 6. Measure and analyze the data to Refine/Evolve Strategy!!
  52. 52. http://stratuscontactsolutions.com THANK YOU Contact Info: Dennis Stoutenburgh | @DennisSS1 972.267.0100 (Office) Dennis@socialstrategy1.com Socialstrategy1.com SOCIALSTRATEGY1.COM | @SSTRATEGY1
  53. 53. http://stratuscontactsolutions.com Jim Iyoob Social Media Center of Excellence An overview and step by step process to launch social media as a functional service in your multi-channel contact center. Key Takeaways • Social media Reps vs. Call Center Reps • Training, Process, & Policy • Launching your first social program
  54. 54. http://stratuscontactsolutions.com Jim Iyoob Social Media Center of Excellence An overview and step by step process to launch social media as a functional service in your multi-channel contact center. Key Takeaways • Social media Reps vs. Call Center Reps • Training, Process, & Policy • Launching your first social program
  55. 55. http://stratuscontactsolutions.com 1. People 2. Processes 3. Technology
  56. 56. http://stratuscontactsolutions.com Jim Iyoob - @jiyoob ….
  57. 57. http://stratuscontactsolutions.com Engage Customers on their terms
  58. 58. http://stratuscontactsolutions.com People share everything at any time
  59. 59. http://stratuscontactsolutions.com Without social listening, your call center will miss opportunities.
  60. 60. http://stratuscontactsolutions.com Social is cost effective
  61. 61. http://stratuscontactsolutions.com What customers want Answer in same channel Its not your choice to tell your customers how to contact you, its theirs
  62. 62. http://stratuscontactsolutions.com Call center problems can include:
  63. 63. http://stratuscontactsolutions.com
  64. 64. http://stratuscontactsolutions.com Call center problems can include: • Complexity at the desktop can impede the customer interaction • Customers endure long hold times which extend the length of resolution • Agents are required to provide quality service based on unknown inputs on the spot • Multiple transfers may be required • Lack of proactive quality control for employee/customer interaction
  65. 65. http://stratuscontactsolutions.com One-to-one customer engagement
  66. 66. http://stratuscontactsolutions.com How to provide one-to-one customer engagement solutions
  67. 67. http://stratuscontactsolutions.com 1. Start Listening to social media
  68. 68. http://stratuscontactsolutions.com 2. Create a response & escalation plan
  69. 69. http://stratuscontactsolutions.com 3. Create a 3601 social media view
  70. 70. http://stratuscontactsolutions.com 3601 social media view • Inbound • Outbound • Live Chat • Email • Web Site • Social Media
  71. 71. http://stratuscontactsolutions.com Customers find value in sharing experiences and advice with each other via social media
  72. 72. http://stratuscontactsolutions.com Customers will engage on their terms. It’s up to the company to meet them or miss out.
  73. 73. http://stratuscontactsolutions.com Customer value and loyalty is attained by resolving requests quickly with the highest quality and minimal effort
  74. 74. http://stratuscontactsolutions.com Inputs to the process should be the complaint / issue /question, and a relevant profile summary of the customer to assist the agent in providing assistance
  75. 75. http://stratuscontactsolutions.com Output should be quality service including reference points for future engagements.
  76. 76. http://stratuscontactsolutions.com Key measurements • Customer effort • Customer satisfaction • Quality of engagement • Ratio of engagement • Capacity of system
  77. 77. http://stratuscontactsolutions.com One to One vs. One to Many Voice Social Media
  78. 78. http://stratuscontactsolutions.com Call Center vs. Social Center
  79. 79. http://stratuscontactsolutions.com A call to a traditional call center can lead to an encounter with a highly unmotivated person, subjected to tough and discouraging guidelines, without the freedom of action Call Center vs Social Center
  80. 80. http://stratuscontactsolutions.com Utilizing social networks brings you into contact with much more motivated people, able to break the rules and are willing to go the extra mile to satisfy the customer’s needs Call Center vs Social Center
  81. 81. http://stratuscontactsolutions.com A traditional call center is relegated by customers unable to express themselves beyond complaining to a few friends and family members, social networks have developed the principle function of preventing possible public relations disasters (proactive) Call Center vs Social Center
  82. 82. http://stratuscontactsolutions.com An unhappy customer who calls is simply another customer, as opposed to a customer who uses the social networks to complain is potentially a problem that can generate negative publicity, brand damage, sales loss, and lose the company future customers Call Center vs Social Center
  83. 83. http://stratuscontactsolutions.com Complaints can go viral
  84. 84. http://stratuscontactsolutions.com Escalation process
  85. 85. http://stratuscontactsolutions.com Real agents are the best defense
  86. 86. http://stratuscontactsolutions.com Social Media agents are different: Social agents provide a fast and personalized customer experience, are accessible anywhere, provide resolution, and update customer profiles
  87. 87. http://stratuscontactsolutions.com Social agents are different
  88. 88. http://stratuscontactsolutions.com Social is a new engagement channel
  89. 89. http://stratuscontactsolutions.com Social agents need to respond in 140 characters
  90. 90. http://stratuscontactsolutions.com Your customers are already reaching out to you via social media
  91. 91. http://stratuscontactsolutions.com Things to think about Can a company aspire to give all its customers the same level of attention that Facebook or Twitter offer, compared to their call center? What happens when the person who is poorly attended on the phone has a powerful presence on the social networks, and was simply using the phone out of convenience? When you look at the cost of a social media analytics solution, it is mere change compared to the millions and millions you’ve already spent on that call center.
  92. 92. http://stratuscontactsolutions.com Case Study – it works
  93. 93. http://stratuscontactsolutions.com It works
  94. 94. http://stratuscontactsolutions.com Factors to Consider When Choosing a Partner • Size – Large enough to make investments (Stable) – Small enough to give you personal attention • Leadership – Executive team • Industry or vertical expertise? (It depends) – people, industry experience and nature of problem • Training Program, Technology – Get to know the Managers, the agents and the executive team
  95. 95. http://stratuscontactsolutions.com Customer Experience Partnership
  96. 96. http://stratuscontactsolutions.com Maximize Customer Interactions, Experience and Optimization • Customer Lifecycle Data Management • Workforce Optimization • Workplace Optimization • Unified intelligence gathering
  97. 97. http://stratuscontactsolutions.com Q&A
  98. 98. http://stratuscontactsolutions.com Schedule an appointment Stratus representatives will be at booth 58 through out Call Center Week 2014. Schedule an appointment • http://bit.ly/ccw14info • 855-875-CHAT

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