In this fascinating and candid session, Maria McCann, one of the UK's first social CS practitioners, explains how the mechanics that sit behind social engagement should be used to better serve customers, how contact centres should run as mobile communities, how social data could speed up service and how playing World of Warcraft can improve your web chat experience.

1. 21st century Customer Service. Let
the Games begin!

3. Gamers. More misunderstood than
Estate Agents.

5. Gaming Motivators. Or Are They?

8. What does gaming have to do
with Customer Service?

9. 55% Organisations will compete primarily
on Service by 2020
50% Believe increasing complexity will be
the biggest Barrier to delivering good
service
50% believe lack of skilled staff is the
biggest barrier now.

10. Digital Experiences can lead to a double digit difference in Customer Satisfaction

11. The Advisor vs The Gamer

13. Contact Centres and
Communities

15. Social Profiles and SLAs

17. Empowerment and Autonomy

18. Empowerment Model Autonomous Model

19. Leaderboards and NPS

21. Just Gaming Motivators?

22. In Summary:
1. Don’t create a Contact Centre. Create a Community
2. Use social data to speed up service
3. Create systems of Autonomy and Progress
4. Use customer rankings as a form of self-governance
BONUS TIP:
ID the natural Gamers in your team.
They are likely to be your best problem solvers!

23. Thank you for trusting me with your
time.