Call Center Week 2014 - Become a Social Business
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Transcript of Call Center Week 2014 - Become a Social Business
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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
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1. People
2. Processes
3. Technology
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Jim Iyoob - @jiyoob ….
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Engage Customers on their terms
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People share everything at any time
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Without social listening, your call center will miss opportunities.
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Social is cost effective
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What customers want
Answer in same
channel
Its not your choice to tell your customers how to contact you, its theirs
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Call center problems can include:
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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
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One-to-one customer engagement
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How to provideone-to-one customer engagement solutions
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1. Start Listening to social media
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2. Create a response & escalation plan
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3. Create a 360° social media view
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360° social media view
• Inbound• Outbound• Live Chat• Email• Web Site• Social Media
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Customers find value in sharing experiences and advice with each other via social media
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Customers will engage on their terms. It’s up to the company to meet them or miss out.
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Customer value and loyalty is attained by resolving requests quickly with the highest quality and minimal effort
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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
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Output should be quality service including reference points for future engagements.
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Key measurements
• Customer effort• Customer satisfaction• Quality of engagement• Ratio of engagement• Capacity of system
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One to One vs. One to Many
Voice
Social Media
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Call Center vs. Social Center
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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
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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
Call Center vs Social Center
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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)
Call Center vs Social Center
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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
Call Center vs Social Center
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Complaints can go viral
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Escalation process
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Real agents are the best defense
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Social Media agents are different:
Social agents provide a fast and personalized customer experience, are accessible anywhere, provide resolution, and update customer
profiles
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Social agents are different
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Social is a new
engagement channel
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Social agents need to respond in 140 characters
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Your customers are already reaching out to you via social media
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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.
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Case Study – it works
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It works
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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
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Customer Experience Partnership
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Maximize Customer Interactions, Experience and Optimization
• Customer Lifecycle Data Management
• Workforce Optimization• Workplace Optimization• Unified intelligence gathering
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Q&A
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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