call center week 2014 - become a social business

http://stratuscontactsolutions.com

Jim Iyoob

Social Media Center of ExcellenceAn overview and step by step process to launch social media as a functional service in your multi-channel contact center.

Key Takeaways• Social media Reps vs. Call Center Reps• Training, Process, & Policy• Launching your first social program


1. People

2. Processes

3. Technology


Jim Iyoob - @jiyoob ….


Engage Customers on their terms


People share everything at any time


Without social listening, your call center will miss opportunities.


Social is cost effective


What customers want

Answer in same

channel

Its not your choice to tell your customers how to contact you, its theirs


Call center problems can include:


Call center problems can include:

• Complexity at the desktop can impede the customer interaction

• Customers endure long hold times which extend the length of resolution

• Agents are required to provide quality service based on unknown inputs on the spot

• Multiple transfers may be required

• Lack of proactive quality control for employee/customer interaction


One-to-one customer engagement


How to provideone-to-one customer engagement solutions


1. Start Listening to social media


2. Create a response & escalation plan


3. Create a 360° social media view


360° social media view

• Inbound• Outbound• Live Chat• Email• Web Site• Social Media


Customers find value in sharing experiences and advice with each other via social media


Customers will engage on their terms. It’s up to the company to meet them or miss out.


Customer value and loyalty is attained by resolving requests quickly with the highest quality and minimal effort


Inputs to the process should be the complaint / issue /question, and a relevant profile summary of the customer to assist the agent in providing assistance


Output should be quality service including reference points for future engagements.


Key measurements

• Customer effort• Customer satisfaction• Quality of engagement• Ratio of engagement• Capacity of system


One to One vs. One to Many

Voice

Social Media


Call Center vs. Social Center


A call to a traditional call center can lead to an encounter with a highly unmotivated person, subjected to tough and discouraging guidelines,

without the freedom of action

Call Center vs Social Center


Utilizing social networks brings you into contact with much more

motivated people, able to break the rules and are willing to go the extra mile to satisfy the customer’s needs



A traditional call center is relegated by customers unable to express themselves beyond complaining to a few friends and

family members, social networks have developed the principle function of preventing possible public relations

disasters (proactive)



An unhappy customer who calls is simply another customer, as opposed to a

customer who uses the social networks to complain is potentially a problem that

can generate negative publicity, brand damage, sales loss, and lose the

company future customers



Complaints can go viral


Escalation process


Real agents are the best defense


Social Media agents are different:

Social agents provide a fast and personalized customer experience, are accessible anywhere, provide resolution, and update customer

profiles


Social agents are different


Social is a new

engagement channel


Social agents need to respond in 140 characters


Your customers are already reaching out to you via social media


Things to think about

Can a company aspire to give all its customers the same level of attention that Facebook or Twitter offer, compared to their call

center?

What happens when the person who is poorly attended on the phone has a powerful presence on the social networks, and was

simply using the phone out of convenience?

When you look at the cost of a social media analytics solution, it is mere change compared to the millions and millions you’ve already

spent on that call center.


Case Study – it works


It works


Factors to Consider When Choosing a Partner

• Size– Large enough to make investments (Stable)– Small enough to give you personal attention

• Leadership – Executive team

• Industry or vertical expertise? (It depends) – people, industry experience and nature of problem

• Training Program, Technology – Get to know the Managers, the agents and the

executive team


Customer Experience Partnership


Maximize Customer Interactions, Experience and Optimization

• Customer Lifecycle Data Management

• Workforce Optimization• Workplace Optimization• Unified intelligence gathering


Q&A


Schedule an appointment

Stratus representatives will be at booth 58 through out Call Center Week 2014.

Schedule an appointment• http://bit.ly/ccw14info

• 855-875-CHAT

call center week 2014 - become a social business

Business

center vs social center

social agents

social networks

social media agents

social listening

social program

voice social media

center problems