Social Networking and Call Centres

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by Robert Reid, Dara Renton and Connie Crosby, presented to The Contact Professionals Alliance

Published in: Business, Technology

Social Networking and Call Centres

  1. 1. Connie Crosby Rob Reid Dara Renton presented to The Contact Professionals Alliance May 13, 2008
  2. 2. <ul><li>What is Social Networking? </li></ul><ul><li>How is it being used by businesses and consumers? </li></ul><ul><li>How does it impact call centres today? </li></ul>
  3. 4. 1994 1996 1998 2000 2002 2004 2006 2008 2010 we are here Harvard only Everyone craigslist
  4. 6. Konstantin Guericke, Marketing VP, LinkedIn http://www.infotoday.com/online/nov04/Bardon.shtml December 2004 A definition of social networking
  5. 10. image courtesy luxamart.com
  6. 12. http://www.tripharbour.ca & http://www.tripharbor.com
  7. 24. http://www.unilever.ca
  8. 25. link link
  9. 26. Dove: http://www.campaignforrealbeauty.ca /
  10. 27. http://www.axe.ca
  11. 28. truncated
  12. 30. http://richardatdell.blogspot.com /
  13. 31. Dell Community Ambassadors
  14. 34. Photo courtesy Michael Mistretta , used under Creative Commons Tommy Vallier, Community Developer, Talkshoe.com
  15. 43. Saul Colt - “Director of Magic”
  16. 45. RoadBurn 2008
  17. 49. Proprietary or private information may appear online
  18. 50. Employees may talk about their jobs
  19. 51. Employees may complain about co-workers
  20. 52. Employees may participate in great social networks
  21. 53. Customer self service and support
  22. 55. <ul><ul><li>Media Literacy </li></ul></ul><ul><ul><li>Privacy </li></ul></ul><ul><ul><li>Copyright </li></ul></ul><ul><ul><li>“ Terms of Use” </li></ul></ul><ul><ul><li>Company Policies </li></ul></ul>
  23. 56. <ul><li>Acceptable Use of Technology </li></ul><ul><li>Access to Information and Protection of Privacy </li></ul><ul><li>Communications Policy </li></ul><ul><li>Conflict of Interest Policy </li></ul><ul><li>Employee Code of Ethics </li></ul><ul><li>Human Rights and Harassment Policy </li></ul>
  24. 58. <ul><li>Develop a “Community Manager” </li></ul><ul><li>Encourage customer generated content </li></ul><ul><li>Enable employee collaboration </li></ul>
  25. 59. <ul><li>michaelgeist.ca (lawyer) </li></ul><ul><li>robhyndman.com (lawyer) </li></ul><ul><li>The Wealth of Networks, Yochai Benkler </li></ul><ul><li>We Think, Charles Leadbeater </li></ul><ul><li>PEW Internet Studies (U.S.) </li></ul><ul><li>Ofcom Study on Social Networking (U,K) </li></ul><ul><li>Base Camp Project Management </li></ul><ul><li>Wikis in Plain English </li></ul><ul><li>http://www.pipl.com </li></ul>
  26. 60. <ul><li>Connie Crosby, Crosby Group Consulting </li></ul><ul><li>416-919-6719 | [email_address] </li></ul><ul><li>http://conniecrosby.blogspot.com </li></ul><ul><li>Dara Renton, Toronto Public Library </li></ul><ul><li>[email_address] </li></ul><ul><li>Rob Reid, Osler, Hoskin & Harcourt LLP </li></ul><ul><li>[email_address] </li></ul>

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