Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO

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The 2011 KC Call Center EXPO afforded hundreds of contact center managers some fantastic insight into the ever evolving faces of their centers. With nothing constant but change, Temetic Research provided innovative, invaluable ideas on the ways and means of quickly focusing in on what centers should paying attention to the in the social media world. With the new face of interactions agents and centers must be skilled to handle, Temetic and their expertise provided definitive areas that centers can and should be mindful of in order to continue to offering proactive, customer service that exceeds expectations and surpasses competitors.

Technology Business

Social Media
Professional interaction in a changing world

KC Call Center Expo 2011

What is social media

Social Media is any system that allows the “standard user” to contribute content to the
community that may become featured or highlighted by the system.

Examples:

✤ Facebook ✤ Foursquare ✤ MySpace

✤ Twitter ✤ StumbleUpon ✤ Slashdot

✤ Google + ✤ LinkedIn ✤ Bebo

✤ Digg ✤ MeetUp ✤ Friendster

Question 1
What is the average age of social media user who are also contributors?

The average age of users varies across social media platform however
the “mean” age is 37 and the most common / active demographic is
35 - 44 years old

Question 2
What is the average age of Twitter Users?

39 years old

Question 3
What is the average age of Facebook users?

38 years old

Question 4
What percentage of social media users are women?

84% of the total social media population are women. However
speciﬁc social media platforms vary wildly.

Question 5
What is percent of Twitter users are female?

59%

Question 6
What is percent of Facebook users are female?

57%

Question 7
What is percent of Social News site users are female?

Example: Digg, Reddit & Slashdot

18%

Question 8
What is the most active time of day for twitter?

5:15 pm

Question 9
What is the least active time of day for twitter?

8:00 am

Question 10
What is the optimal number of posts per day on Facebook to receive the most amount of
“likes”?

5.5 posts per day for optimal responses. The “user” whom has the
record number of likes in the surveyed period of 1 million likes in a
day posts between 5 and 6 posts per day.

Question 11
What is the most active day on Facebook?

Friday night - Saturday afternoon produces the largest number of
posts / shares.

Question 12
What is the most active time of day on Facebook?

11 am produces the most amount of activity... 5am and 2pm are the
least active time period

Question 13
What is the optimal time of day to post a message to reach the maximum number of
Facebook users that have “purchasing power”?

9 am - 5 pm during the business day proves to the best time to reach
these consumers followed by 5 pm - 11 pm.

Surveys show as consumers purchase more smart phones; usage
during business hours grows in direct proportion.

Why is social media important?

Humans have continuously improved and speed up access to
information and the pace of communication.

People communicate more often and with shorter answers. This
results in their communications become less contextually relevant.

Effective use of social media
Identify, track, plan, build, interact, sell, measure, report

✤ Know your demographic

✤ Track and consolidate users across communication channels

✤ Plan when we communicate and what to say

✤ Build a community

✤ Be a person not a company

✤ Measure response rates, times, behavior, and "inﬂuence"

✤ Report on "activity" not progress

What works in the social web?

✤ Online survey's

✤ Participation awards - gifts, online awards, acknowledgment

✤ Honest responses even when you look "bad"

✤ Frequent posts that are not “salesy”

✤ Personalized interactions

✤ Uniﬁcation of corporate voice

✤ Recognize your friends, enemies and frenemies

Why should a business care?

• Increased sales
• Increased customer loyalty
• Keep us with “The Jones”
• Customer satisfaction
• Direct and honest feedback to improve products and services.

Can this be a service?

Yes
Businesses are busy and this is a full time job. Just as man phones for
calls businesses need to be watching and monitoring the online
conversations and directed and requested feedback.

What is PACE?

Simple Integrated Social Media

PACE vs Them?
PACE

Respond to the messages that matter

Them

All messages matter

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For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/ Chris Jones, Director of Product Management at BrainChip , presents the “Temporal Event Neural Networks: A More Efficient Alternative to the Transformer” tutorial at the May 2024 Embedded Vision Summit. The expansion of AI services necessitates enhanced computational capabilities on edge devices. Temporal Event Neural Networks (TENNs), developed by BrainChip, represent a novel and highly efficient state-space network. TENNs demonstrate exceptional proficiency in handling multi-dimensional streaming data, facilitating advancements in object detection, action recognition, speech enhancement and language model/sequence generation. Through the utilization of polynomial-based continuous convolutions, TENNs streamline models, expedite training processes and significantly diminish memory requirements, achieving notable reductions of up to 50x in parameters and 5,000x in energy consumption compared to prevailing methodologies like transformers. Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.

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UiPathCommunity

👉 Check out our full 'Africa Series - Automation Student Developers (EN)' page to register for the full program: https://bit.ly/Automation_Student_Kickstart In this session, we shall introduce you to the world of automation, the UiPath Platform, and guide you on how to install and setup UiPath Studio on your Windows PC. 📕 Detailed agenda: What is RPA? Benefits of RPA? RPA Applications The UiPath End-to-End Automation Platform UiPath Studio CE Installation and Setup 💻 Extra training through UiPath Academy: Introduction to Automation UiPath Business Automation Platform Explore automation development with UiPath Studio 👉 Register here for our upcoming Session 2 on June 20: Introduction to UiPath Studio Fundamentals: https://community.uipath.com/events/details/uipath-lagos-presents-session-2-introduction-to-uipath-studio-fundamentals/

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Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO

1. Social Media Professional interaction in a changing world KC Call Center Expo 2011

2. Who is wasting my time today....

3. Who is taking my time today....

4. Who is taking?

5. What is social media Social Media is any system that allows the “standard user” to contribute content to the community that may become featured or highlighted by the system. Examples: ✤ Facebook ✤ Foursquare ✤ MySpace ✤ Twitter ✤ StumbleUpon ✤ Slashdot ✤ Google + ✤ LinkedIn ✤ Bebo ✤ Digg ✤ MeetUp ✤ Friendster

6. Let’s Play the Feud

7. Question 1 What is the average age of social media user who are also contributors? The average age of users varies across social media platform however the “mean” age is 37 and the most common / active demographic is 35 - 44 years old

8. Question 2 What is the average age of Twitter Users? 39 years old

9. Question 3 What is the average age of Facebook users? 38 years old

10. Question 4 What percentage of social media users are women? 84% of the total social media population are women. However speciﬁc social media platforms vary wildly.

11. Question 5 What is percent of Twitter users are female? 59%

12. Question 6 What is percent of Facebook users are female? 57%

13. Question 7 What is percent of Social News site users are female? Example: Digg, Reddit & Slashdot 18%

14. Question 8 What is the most active time of day for twitter? 5:15 pm

15. Question 9 What is the least active time of day for twitter? 8:00 am

16. Question 10 What is the optimal number of posts per day on Facebook to receive the most amount of “likes”? 5.5 posts per day for optimal responses. The “user” whom has the record number of likes in the surveyed period of 1 million likes in a day posts between 5 and 6 posts per day.

17. Question 11 What is the most active day on Facebook? Friday night - Saturday afternoon produces the largest number of posts / shares.

18. Question 12 What is the most active time of day on Facebook? 11 am produces the most amount of activity... 5am and 2pm are the least active time period

19. Question 13 What is the optimal time of day to post a message to reach the maximum number of Facebook users that have “purchasing power”? 9 am - 5 pm during the business day proves to the best time to reach these consumers followed by 5 pm - 11 pm. Surveys show as consumers purchase more smart phones; usage during business hours grows in direct proportion.

20. Why is social media important? Humans have continuously improved and speed up access to information and the pace of communication. People communicate more often and with shorter answers. This results in their communications become less contextually relevant.

21. Effective use of social media Identify, track, plan, build, interact, sell, measure, report ✤ Know your demographic ✤ Track and consolidate users across communication channels ✤ Plan when we communicate and what to say ✤ Build a community ✤ Be a person not a company ✤ Measure response rates, times, behavior, and "inﬂuence" ✤ Report on "activity" not progress

22. What works in the social web? ✤ Online survey's ✤ Participation awards - gifts, online awards, acknowledgment ✤ Honest responses even when you look "bad" ✤ Frequent posts that are not “salesy” ✤ Personalized interactions ✤ Uniﬁcation of corporate voice ✤ Recognize your friends, enemies and frenemies

23. When should we get started 2 years ago

24. Why should a business care? • Increased sales • Increased customer loyalty • Keep us with “The Jones” • Customer satisfaction • Direct and honest feedback to improve products and services.

25. Can this be a service? Yes Businesses are busy and this is a full time job. Just as man phones for calls businesses need to be watching and monitoring the online conversations and directed and requested feedback.

26. What is PACE? Simple Integrated Social Media

27. PACE vs Them? PACE Respond to the messages that matter Them All messages matter

28. Thank You

Social Media, Professional Interacton in a Changing World - 2011 KC Call Center EXPO

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