Become a Social Business | Call Center Week 2014 Workshop G

Call Center Week 2014

Become a Social Business

Workshop

June 10, 2014 | Las Vegas, NV

http://stratuscontactsolutions.com

BECOME A SOCIAL BUSINESS

15th Annual Call Center Week Conference & Expo

June 10 | Mandalay Bay Resort & Casino, Las Vegas, NV


Workshop DetailsWorkshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G

“Become a Social Business”The workshop is for leaders in customer service who need to shift from using

social as a function to incorporating it as a business-wide strategy.

Social media and customer service experts will lead attendees through

interactive presentation, relevant client-based case studies and best practices.


Notebook, Agenda & Survey


Mobile Survey

Please visit

http://bit.ly/ccw14info


Q&A by Twitter

For any questions to be discussed during

Q&A please tweet:

@stratuscxm “Your Question” #ccw14


Visit us at Booth 58


Workshop Agenda


Mike Lewis

Social Media Leadership Author “Social Media Leadership”, 30 year telecom veteran and serial

entrepreneur provides overview of Stratus and how new media will impact the

growth of your business.

Touch points

• Creating new business opportunities

• Contact center & the business mission

• Enterprise ROI model

• Becoming a social business


How Stratus and the application

of new media will grow your

business


Stratus Contact Solutions


Stratus Background

Improving Sales Effectiveness and

Customer Experience

We provide one-to-one customer

engagement solutions through our

multi-channel contact center that

incorporates social media, chat, email

and traditional call center services.


Pioneering the Social Enabled

Contact Center

• Demonstrated success of a real world

contact center that is “fully optimized” and

“socially-enabled”, and how the contact

centers can be transformed to a Center of

Excellence that can directly and

substantially contribute to the growth of

your brand and business


Social Media Leadership

• What executives

need to know

• Outline best

practices for

success


Our customers

• Companies, executives and entrepreneurs

• Intimidated by the language and

terminology of social media

• Confused by the practical application of

platforms

• Difficulty identifying best practices to grow

their business


Leveraging social media to

reduce marketing costs and

increase customer satisfaction


Social media as a function

Strategy


Businesses are using social for

• Creating New Business Opportunities

• Marketing, customer engagement &

product development

• Engaging in the workplace & Lead

generation

• Creating more return customers


Your company’s

mission statement


Mission Statement

• Should describe your purpose for being in

business

• Statement of your goals and philosophies

that support them

• Contain operating goals

• Describe relationships with customers,

shareholders and partners

• Describe future growth


How does your contact center fit

into your company’s mission

statement


Does it properly convey your

beliefs to customers and

prospects?


Are you engaging your customers

where they choose?


Does data for your contact center

match data from other insights

online?


How do you establish an Enterprise

ROI process to combine the

utilization of social media with

traditional contact center

engagement to achieve the growth

goals outlined in your mission

statement.


Social Business


Helping businesses adapt to the

new world of customer care and

acquisition is our mission and

reason to exist.


You have to play to win and

Stratus will make you a winner!


ILD Corp Brands


Dennis Stoutenburgh

Social Media Customer Engagement What is social customer service? What are the best practices? How can social

supplement inbound and outbound tactics? Who are the companies / case

studies to follow?

Key Touchpoints

• Social Listening for call center

• Social media for Inbound / Outbound

• Social media win-back programs


Schedule an appointment

Stratus representatives will be at booth 58 through out Call

Center Week 2014.


• http://bit.ly/ccw14info

• 855-875-CHAT

Dennis Stoutenburgh

Social Media Customer Engagement

What is social customer service? What are the best practices? How can social supplement inbound and outbound tactics? Who are the companies / case studies to follow?

Key Takeaways

• Social Listening for call center

• Social media for Inbound / Outbound

• Social media win-back programs


Socialnomics 2014 video


Socially Enabled Consumer – Embrace Them!

1. Unprecedented access to Voice of Consumera) Preferences – Product, Service, Sentiment

b) Competitive Insights

2. Limitless Engagement Opportunities

3. Transformative Data Intelligence

a) Enhance Customer Experience

b) Execution – new menu items, management

c) Growth Strategy – markets, expansion


Why Brands Don’t

• Message not controlled – scary!

• Early Social Metrics – Fans, Followers, etc

– No Attributable ROI

• Mistakes can go Viral

WHITEBOXSOCIAL.COM | @WHITEBOXSOCIAL


Why Should They?

• Harvard Business study shows one star Yelp increase can

increase revenues by 5 to 9 percent.

• Harris Interactive study reports 71% of consumers rely on

peer ratings and reviews to influence purchase decisions.

• More than 50% of Americans trust User Generated Content

(UGC) over corporate websites (16%) or news articles about a

company or product (14%) (Bazaar Voice).

• Nielson Global Survey reports online customer reviews are

the second most trusted form of advertising (70%) only

behind personal referrals from friends or family.

Answer: Your Business Future May Depend on It!


What Are The Social Metrics That

Matter? Likes? Followers? Sales?


There’s a Problem with Attribution


Engagement is Economics

Forrester Report: % probability of having made a brand-related purchase within 12-months


Why Do Customers Engage?

1. Rewards – Discounts, Sales

2. Communications – Opportunities, Customer Care

3. Entertainment

4. Community – UGC – Aligned Goals

Customers Want to Engage – Provide Value


Customer Expectations Changing


Social Customer Care is Marketing

Customers expect to be engaged throughout the

entire product lifecycle, not just during sales process.

Social Care Best Practices - Proactively Reactive

1. Timely

2. Relevant

3. Personal


Timely


Relevant


Messaging regardless of Purpose (Marketing,

Research or Care) Must be Personalized!

Social Media provides window to personalize the

message

Brands need to take Advantage

• Issue

• Channel Preference

• Location

• Influence

Non-personalized messaging: Channel Irritation



Building an Engaged Community

1. Social Listening drives Strategy

2. Platform Analytics

3. Brand Content Creation driven by Listening Campaign

4. Community Management

1. UGC drives Engagement

2. Social Care – drives loyalty, connects with audience

3. Ratings and Reviews Matter – A Lot!!

4. Transparency = Trust

5. Empowered Communities drive revenue, product development, loyalty, affinity and creativity



Connect


Connect Applications

• Brand Awareness and Engagement

– Education – Universities & skilled trade

– Restaurants

– Entertainment

– Retail

– Communications

–Wireless

• Customer Care


It’s All Measureable


Key Takeaways

1. It starts with Social Listening and should be a integral part to an ongoing Social Strategy – Define Success – Measurable, Meaningful Metrics

2. Social media users want you to engage with them - Deliver Value

3. Messaging Must Be - Timely, Relevant and Personal

4. Create meaningful content and you’ll foster brand advocates

5. Communities should be Fostered not Controlled!

6. Measure and analyze the data to Refine/Evolve Strategy!!


THANK YOU

Contact Info:

Dennis Stoutenburgh | @DennisSS1

972.267.0100 (Office)

[email protected]

Socialstrategy1.com

SOCIALSTRATEGY1.COM | @SSTRATEGY1


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 provide

one-to-one customer

engagement solutions


1. Start Listening

to social media


2. Create a response

& escalation plan


3. Create a 3601

social media view


3601 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



Stratus representatives will be at booth 58

through out Call Center Week 2014.


• http://bit.ly/ccw14info

• 855-875-CHAT

Become a Social Business | Call Center Week 2014 Workshop G

Social Media

Transcript of Become a Social Business | Call Center Week 2014 Workshop G