Call Center Week 2014
Become a Social Business
Workshop
June 10, 2014 | Las Vegas, NV
http://stratuscontactsolutions.com
BECOME A SOCIAL BUSINESS
15th Annual Call Center Week Conference & Expo
June 10 | Manda...
http://stratuscontactsolutions.com
Workshop Details
Workshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G
“Become a Socia...
http://stratuscontactsolutions.com
Notebook, Agenda & Survey
http://stratuscontactsolutions.com
Mobile Survey
Please visit
http://bit.ly/ccw14info
http://stratuscontactsolutions.com
Q&A by Twitter
For any questions to be discussed during
Q&A please tweet:
@stratuscxm “...
http://stratuscontactsolutions.com
Visit us at Booth 58
http://stratuscontactsolutions.com
Workshop Agenda
http://stratuscontactsolutions.com
Mike Lewis
Social Media Leadership
Author “Social Media Leadership”, 30 year telecom ve...
http://stratuscontactsolutions.com
How Stratus and the application
of new media will grow your
business
http://stratuscontactsolutions.com
Stratus Contact Solutions
http://stratuscontactsolutions.com
Stratus Background
Improving Sales Effectiveness and
Customer Experience
We provide one...
http://stratuscontactsolutions.com
Pioneering the Social Enabled
Contact Center
• Demonstrated success of a real world
con...
http://stratuscontactsolutions.com
Social Media Leadership
• What executives
need to know
• Outline best
practices for
suc...
http://stratuscontactsolutions.com
http://stratuscontactsolutions.com
Our customers
• Companies, executives and entrepreneurs
• Intimidated by the language a...
http://stratuscontactsolutions.com
Leveraging social media to
reduce marketing costs and
increase customer satisfaction
http://stratuscontactsolutions.com
Social media as a function
Strategy
http://stratuscontactsolutions.com
Businesses are using social for
• Creating New Business Opportunities
• Marketing, cust...
http://stratuscontactsolutions.com
Your company’s
mission statement
http://stratuscontactsolutions.com
Mission Statement
• Should describe your purpose for being in
business
• Statement of y...
http://stratuscontactsolutions.com
How does your contact center fit
into your company’s mission
statement
http://stratuscontactsolutions.com
Does it properly convey your
beliefs to customers and
prospects?
http://stratuscontactsolutions.com
Are you engaging your customers
where they choose?
http://stratuscontactsolutions.com
Does data for your contact center
match data from other insights
online?
http://stratuscontactsolutions.com
How do you establish an Enterprise
ROI process to combine the
utilization of social med...
http://stratuscontactsolutions.com
Social Business
http://stratuscontactsolutions.com
Helping businesses adapt to the
new world of customer care and
acquisition is our missi...
http://stratuscontactsolutions.com
You have to play to win and
Stratus will make you a winner!
http://stratuscontactsolutions.com
ILD Corp Brands
http://stratuscontactsolutions.com
Dennis Stoutenburgh
Social Media Customer Engagement
What is social customer service? W...
http://stratuscontactsolutions.com
Schedule an appointment
Stratus representatives will be at booth 58 through out Call
Ce...
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Call Center Week 2014 - Become a Social Business

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Slides from Workshop G - Mike Lewis

Become a Social Business” Workshop
The workshop was given to leaders in customer service needing to shift from using social as a function to incorporating it as a business-wide strategy.

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  • At your chair you will have a notebook and pen. Included in the notebook is today’s agenda and a workshop survey to be handed in at the end.
  • 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 profitability, customer retention
  • Call Center Week 2014 - Become a Social Business

    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

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