Social media in contact centers second presentation

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Master's Thesis Seminar Presentation.

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  • Initially I made the choise of research topic to social media in contact centers and desided to narrow it down later on.I read about social media and especially social media in contact centers and tried to identify current situation according to documents. Mainly internet resources like presentations, blogs and of course genesys internal material.I had to make decision what kind of interviews I have to conduct. Do I interview colleagues, customer, partners or companies outside of Genesys reach.I made the decision of conducting 2 set of interviews. First to companies, active players in social media, non active players, companies with positive or negtive image regarding interviews.I wrote a set of interivew questions and did the interviews.-Currently I am analyzing data and on next week I’ll do next interviews by askin partners, colleagues, sales specialists to give the oppinions on proposals. What is expected, supprising and what they would change ragarding interviews.The last part is to make final proposals, preferably two proposals regarding usage of social media in contact centers.
  • Social media in contact centers second presentation

    1. 1. A Strategy for Processing of Social Media in Contact Centers<br />Master’s Thesis <br />Marjo Brander 14.4 2011<br />
    2. 2. Social Media post processing through a Contact Center.<br />A strategy proposal for utilizing social media posts as a contact channels in contact center<br />Overview of The Study<br />
    3. 3. Overview of Contact Center functions<br />Reporting<br />Customer Representatives<br />Contacts<br />Contact <br />Routing<br />Customer<br />
    4. 4. Research Problem<br />
    5. 5. Research Structure<br />
    6. 6. Qualitative<br />Case Study<br />Triangulation<br />Method and Methodology<br />
    7. 7. Data collection - Triangulation<br /><ul><li>Strategy models
    8. 8. Social media strategy
    9. 9. Current State Analysis
    10. 10. Initial Strategy Proposal
    11. 11. Strategy proposal review</li></li></ul><li>Balance Scorecard Model<br />
    12. 12. Strategy Map from Strategic Objectives<br />
    13. 13. Conclusions<br /><ul><li>Companies do not have a clear idea of how to use social media.
    14. 14. Getting customers attention is not easy
    15. 15. Companies social media strategies are still developing.
    16. 16. Contact Center technologies for social media are still immature.</li></li></ul><li>Thank You<br />

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