five steps to getting started with social media in …...4. talk to marketing 5. engage references:...

Mathew Varghese

Five Steps to Getting Started with Social Media in the Contact Center

Senior Advisor – Customer Care Solutions

Office of the CTO – Asia Pacific Collaboration Team

2© 2010 Cisco Systems, Inc. All rights reserved.

Social Media is the Next Wave

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10,000,000

20,000,000

30,000,000

40,000,000

50,000,000

60,000,000

70,000,000

80,000,000

90,000,000

100,000,000

2003 2004 2005 2006 2007 2008 2009 2010

More than 55 Million Facebook

status updates daily

The average user spends more than

55 minutes per day on Facebook

Over 3.5 Billion pieces of

content shared weekly

20 hours of video is uploaded to

YouTube every minute

LinkedIn registers a new

member almost every second

In Feb 2009 alone, Twitter

grew over 1300 percent

3© 2010 Cisco Systems, Inc. All rights reserved.

Social Media Customer Care not “just another channel”

4© 2010 Cisco Systems, Inc. All rights reserved.

It’s a change in direction

5© 2010 Cisco Systems, Inc. All rights reserved.

How Customer Care Works Today

Dial

Wait

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 6

….and with Social Media

7

Join the Conversation

8

Social Media customer care is a new approach

9

Learn

Adapt

10

Step 1. Read Your Corporate Policy

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Step 2. Search (Listen)

12

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14

15

Step 3. Open AccountsLearn the Etiquette

16

Step 4. Talk to Marketing

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Step 5. Engage

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 18

Five steps to getting started with social media in the contact center

1. Read Your Company Policy

2. Search (Listen)

3. Open Accounts. Learn Etiquette

4. Talk to Marketing

5. Engage

References:

Google “Five Steps to getting started with Social Media in the Contact Center” to find Cisco Community site

Email mathew@cisco.com or tweet @matt_varghese

Customer Collaboration