Social media can be used in call centers to [1] improve customer service by making agents more effective, [2] assist with HR functions like performance monitoring and recognition, and [3] help with knowledge sharing and skills transfer. By connecting employees and allowing them to learn from each other's experiences, social media can transform businesses into more efficient learning organizations. It also provides a platform to get the right knowledge to agents at the right time to improve customer satisfaction. Many top companies now use social media to stay competitive and accelerate innovation.

1. The new frontier - impact of social media in your call centre

4. Why use social media?

6. Social media is established as the platform of choice for collaboration, knowledge management and social learning within the enterprise space. The concepts contained in this slide are copyright to Firestring [Pty] Ltd

8. Objectives for social media in the call centre

9. Turns businesses into learning organisations. How did you learn to do what you do well? Mostly through interacting with other people who were already doing it well. Workplace learning is a social process... as we work together, we learn together A social network .....

11. Don’t ask do we need social media Ask: Do the teams in your business keep re-inventing the wheel? Are you struggling to run efficiently and get people on the same page? Ask: Do you need to stay competitive and accelerate innovation and efficiencies in your business? Ask: Do you need to see a Return on Investment in your Interactions? The concepts contained in this slide are copyright to Firestring [Pty] Ltd

16. 79% of the top 100 companies in the Fortune500 are using social media today.

18. The principles of keeping CCA’s motivated Founded on the psychology of employee motivation The need for context and purpose The need to belong The need to contribute The need to be valued The need for safety The concepts contained in this slide are copyright to The Virtual Works [Pty] Ltd

19. Social media shifts the parameters

20. Putting social media to work for call centres . The concepts contained in this slide are copyright to The Virtual Works [Pty] Ltd

21. Objectives of an effective CCA engagement programme Connect employees to strategic role and shares information personally Pulls continuous back feedback from each employee and shares with co-workers Aggregates and shares quantitative and qualitative feedback and sends upwards Processes employee-driven recognition of peer contributions to strategy and appreciates

22. Example of SM used to connect everyone & interactively engage and collaborate The concepts contained in the presentation are copyright to The Virtual Works [Pty] Ltd Self managed profile and tags connects employees to tribes Cascades a strategic role to every employee Tools to recognise and appreciate peer contributions Tools to feedback on strategy implementation/performance

24. Knowledge Management

25. The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd

26. Simplified info presentation – tag clouds The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd Knowledge Management

27. Connecting to strategy & information and then collaborating The concepts contained in the presentation are copyright to The Virtual Works [Pty] Ltd

28. Powered up ‘Search’ The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd

29. Share information and opinions Multimedia The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd

30. Collaboration (i.e. Strategy Wiki)

31. Micro implementation – do one thing HR function

32. Case study – it doesn’t have to be complicated

35. “ During the last couple of weeks we have been logging the type of queries and question that they receive. The relevant documents are on Ikhaya and the Toolkit has been tailored to ensure that you have the information available to answer your customers queries. Also available in the toolkit are the questions you need to ask to determine your customers requirements – once you have accurately determined the need, you can use the documents showing the ranges, the competitor comparisons, the pricelist and availability schedule to recommend the products that will fit your customers requirement. You are now empowered to service your customer without having to make them wait for you to source the information! “

38. Social CRM is the next big thing But wait, there is more....

40. Social media can have a huge impact in your call centre The concepts contained in this slide are copyright to Firestring [Pty] Ltd

41. Thank you for kind attention A special thank you to Firestring, The Virtual Worx and eGain for their contribution to this presentation

42. [email_address] t: + 0860 PURUMA (787 862) m: +27 83 447 3438 www.puruma.com LinkedIn: http://www.linkedin.com/in/ingridlotze Twitter: http://twitter.com/ingridlotze Skype : lotzemoffat Blog: lotzemoffat.wordpress.com