This presentation discusses how social media can be used to drive revenue for contact centers. It outlines the speaker's approach which involves mapping target demographics and desired outcomes to specific social networks. Their system utilizes hundreds of online platforms and data extraction techniques to optimize lead generation. A typical deployment roadmap and growth pattern are shown, along with an industry client showcase. The value proposition is to apply their proven system to substantially lower the cost-per-lead compared to current methods.

1. Welcome! If your interested in… The impact Social Media and Social Networks are having on Contact Centers, you will want to see this presentation Contact Center Transformation Group, Inc. Social Media for Contact Centers to drive revenue

3. Our Approach

4. Client Showcase

5. Our Value Proposition

6. Next Steps / Discussion2 Copyright Protected Contact Center Transformation Group, Inc.

8. Drive web site traffic through video channel and avatar distribution,

9. Applied “human factors” engineering around gain, fear, pride and imitation buying motivational drivers,

10. Utilizes hundreds of internet Web 2.0 platform, each with their own attributes,

11. Tuned continuously based on changing search engine optimization algorithms,

12. Data Extraction techniques for each 2.0 platform,

14. Approach Integrate Social Media Strategy 5 Contact Center Transformation Group, Inc.

15. Traditional System Approach 6 Copyright Protected Contact Center Transformation Group, Inc. Target Market Universe Consumer Behaviors The Objective: Customers start a relationship with a need, then they move through stages we call the “customer relationship lifecycle”. The objective is to reach the highest level of trust when they become advocates for your company, product and brand. Aware Consider Consumer Relationship Lifecycle Buy Use Trust

18. Local & National News Papers

19. Syndicated radio & TV

20. Outdoor Marketing

21. Event Sponsorships

22. Co-Promotional Campaigns Consider Consumer Lifecycle Buy Use Trust 7 Copyright Protected Contact Center Transformation Group, Inc.

24. Strong RelationshipsSpan of opportunity to influence choice Consumer Behavior Aware Consider Influence draft feeds INCREASED buying behavior Consumer Lifecycle Buy Use Trust 8 Copyright Protected Contact Center Transformation Group, Inc.

26. Strong RelationshipsSpan of opportunity to influence choice Consumer Behavior Aware Best of both worlds “The new word-of-mouth” Marketing Consider Consumer Lifecycle Buy Use Trust 9 Copyright Protected Contact Center Transformation Group, Inc.

27. Social Network Strategy Mapping Target Demographics Desired Outcome Social Networks Mapping Define the Specific action or behavior you want those in the target market within a given population to do. Behaviors Attitudes Likes / Dislikes Preferences Habits For each target market and the desired outcome a unique mapping must be built and fine tuned to reach the optimal yield. (Over 300 more and growing) 10 Copyright Protected Contact Center Transformation Group, Inc.

28. Our System: Mashup Dashboard Amalgamation of disparate data sources Mashup Dashboard Examples 11 Copyright Protected Contact Center Transformation Group, Inc.

29. System Deployment Roadmap Month 1 Month 6 Month 2 Month 4 Month 3 Month 5 In-depth discovery Validate Pre-Discovery Data Finalize design Finish design based on validated data Build Build your system Controlled Release Begin roll-out of system Fully operational Ongoing Monitoring & Tuning 12 Contact Center Transformation Group, Inc.

30. Typical Growth Pattern Fully Operational Controlled Release Number of Leads Ongoing Performance Spikes Net Increase Ongoing Tuning Second Plateau First System Tuning First Performance Spike Current Rate of Growth Current State First Plateau Baseline: Current Performance 2 Mos. 3 Mos. . Today 4 Mos. 5 Mos. 6 Mos. 1 Mos. 7 Mos. 13 Contact Center Transformation Group, Inc.

31. Industry Showcase 14 Copyright Protected Contact Center Transformation Group, Inc. Exponential Lead Growth

32. Unique Lead Generation Service Our Value Proposition Apply our proven system to optimize lead generation by getting more qualified leads at a substantially lower cost-per-lead than you pay now 15 Copyright Protected Contact Center Transformation Group, Inc.

33. Getting Started 16 Current State Desired State Gap Analysis Roadmap Statement of Work Understand Current Strategy Current reusable assets Build resource Plan SOW Project Scope Resources Timeline Expected Yield Investment Determine program goals and “Success Metrics” Assess / Identify Current Marketing Assets Current less-than- optimal assets Determine program development timelines Net new assets required Estimate Project Costs Assess current yield & establish baseline ATTRIBUTES Results Focused MetricsBased System Driven Project Disciplined Contact Center Transformation Group, Inc.

34. For Questions and Discussion Contact us www.cctgrp.com info@cctgrp.com (800) 403-6033 17 Contact Center Transformation Group, Inc.